Help Desk\ Service desk technician

Who are we?
We are audio-visual experts from around the world designing the future of engagement technology.
Our audio-visual experiences power creativity, collaboration, and engagement. From signal management to advanced cloud-based communication, collaboration and control solutions, Kramer technology breaks down walls, bridges gaps, and makes people feel closer together even when they're far apart.
We believe that technology can amplify the human experience and help people reach their potential. Our vision for the future calls for fantastic thinkers and doers, from all corners of the world and all walks of life. We trust each other. We empower each other. We speak from the heart, and we always go the extra mile for our colleagues and customers

About the role-
Kramer is looking for a Jr. Service desk technician/ Helpdesk
This person will manage the performance of services to users and ensure that service levels are achieved & ensure that customer expectations are met or exceeded.

Responsibilities
Serve as the first point of contact for end users seeking technical assistance over the phone, email or ticketing system.
Perform remote and on-site troubleshooting and for end users all over the world.
Ultimate responsibility for ownership of all customer incidents or service requests logged.
Be responsible for the day-to-day operation – to provide excellent service to our employees.
Responsible for tracking incidents to conclusion and in line with SLAs and quality standards.
Hands on support to end users
Handle critical customer incidents, associated customer communication, activities and any appropriate escalations.
Provide excellent customer service
To continually measure, monitor and work to drive down incident levels.
Technical Knowledge
Tech savvy with High technical skills
Good understanding of computer systems, mobile devices and other tech products
knowledge in Microsoft OS, computer hardware and software (MS Office and more)
Knowledge of help desk ticketing systems
Familiar with Microsoft office 365 environment - Advantage
English - High level of verbal & writing
Working hours 9:00-18:00

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