Support Executive

Role name : Support Executive Role Description :

• High School Diploma.
• 2 years of relevant experience.
• Excellent customer service skills.
• Considerable working knowledge of most current released version or its most immediate predecessor of the following : Microsoft OS (Server / Workstation), Office365 or similar email suite, Microsoft Administration tools, Internet browsers (Chrome, Edge, Firefox) configurations.
• Excellent written and verbal communication skills
• Analytical and problem-solving thought process Competencies : Desktop Management - Infrastructure Services (IS), IT IS_Service Desk Experience (Years) : 0-2 Essential Skills : Summary : Diagnose and troubleshoot incoming service desk calls. Provide support services to employees with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access. Provide timely resolution of problems or escalation on behalf of customer to appropriate technical personnel. Provide case status updates to management and end-users. Support and maintain effective relationships with users.Assist in the execution of projects, work assignments and workloads for the Service Desk personnel, ensuring adherence to departmental policy and procedures and provides reports on Service Desk activities, performance and operational issues.
• Contribute to the development of the workflow, processes, goals and policies to continually improve the quality of customer service and technical services provided by the Service Desk personnel.
• Provide dedicated first and limited second level support to ACI users of IT systems through multiple support channels including but not limited to phone, chat, and email.
• Assist in the development or enhancement of Service Desk applications as needed.
• Deliver high-quality customer focused service through maintaining availability of services to IT customers.
• To foster and maintain a customer driven culture.
• To document and provide accurate information through use of service desk applications.
• Understand and Adhere to all Corporate Policies to include but not limited to ACI Code of Ethics and Global Information Security.
• Perform other duties as assigned Desirable Skills :
• Microsoft certified professional
• CompTIA or any related certification.
• Microsoft Entra ID, VPN clients, Mobile Device Management and VDI application knowledge.
• Experience with Mac operating systems, Mac computers, iPad and Mac ecosystem is an added advantage.

Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.