Occupation Description

The IT Help Desk Executive serves as the first point of contact for users seeking technical assistance over the phone or email.

Job Scope

• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by Users
• Walk the Users through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Record events and problems and their resolution in logs
• Follow-up and update the Users' status and information
• Install and configure computer hardware, software, systems, networks, printers, and scanners
• Monitor TV System
• Monitor NVR System
• Follow the ticketing system to resolve the requests with SLA
• Remote support for All Branches
• Perform any additional tasks as requested according to the company’s policies and procedures

Education and Training

• Bachelor’s degree in Computer Science, Information Technology, or a similar field
• Advanced knowledge of help desk software and remote-access systems
• Experience with Microsoft Windows Server, Active Directory
• Knowledge of networking protocols, such as TCP/IP, DNS, DHCP, and VPN
• Familiarity with virtualization technologies, such as VMware or Hyper-V
• Certification in relevant technologies, such as MCSE or CCNA, is a must

Most Common Work Experience Requested

• 1-3 years of related experience; previous experience in real estate is preferred
• Knowledge of computer software systems, including databases, office applications, and operating systems
• Ability to troubleshoot complex hardware and software issues
• Ability to relocate between branches

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