Technical Support (Client) (Information Technology)

• Diagnose and resolve issues with PC and laptops, and troubleshoot Windows, Mac and Linux main stream platforms
• Manage hardware repairs for servers, desktops, and laptops
• Facilitate the Dell Warranty process, ensure the timely ordering of spares and warranty parts, and manage supplier warranty returns
• Ensure a sufficient inventory of spares is maintained in the stock, and coordinate the replacement parts with the Customer Services Manager
• Deploy, set up, and oversee Veeam and Dell backup solutions
• Supervise customer solutions through tools like vRealize, Nagios, or Veeam One
• Collaborate with customers on vendor notifications and patches coordination
• Follow up with clients to verify the full functionality of their IT systems post-troubleshooting
• Properly log all issues and address client concerns remotely through various channels, including phone, email, chat, or other communication methods
• Monitor and oversee issues until resolution, adhering to agreed-upon time limits
• Utilize the Raiseaticket helpdesk or comparable tools for ticket and/or case management
• Cultivate strong relationships with both customers and suppliers
• Any other duties as may be required from time to time

• 3-5 years of experience in a comparable role
• Proficient in Dell (or other vendor) technologies, with expertise in storage or hardware appliances
• Knowledge of virtualized environments, particularly VMWare, backup solutions, networking, Windows Server, and Linux server operating systems is advantageous
• Possession of a Bachelor’s degree in IT or relevant brand certifications is as an asset
• Demonstrated strong troubleshooting and analytical skills
• Effective communication skills in both written and spoken English
• A flexible, open-minded, and creative individual who thrives on challenges
• A professional approach in managing customer relationships, addressing their requests in a prompt and considerate manner

• Competitive salary package
• Excellent career prospects and career development opportunities
• Company benefits & discounts
• Friendly & dynamic working environment

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