Single point of contact for all technical escalations from customers/VIP users 10 plus years of experience with good knowledge on Windows and MAC OS. Explain and document technical issues in a clear way to clients. Excellent interpersonal skills. Good written and verbal communication skills ith C level leaders. Customer oriented attitude. Conference room/ All hands meet support. Excellent in MS office tools ( Power point presentation / MS Excel) Excellent knowledge of Ms office product troubleshooting. Manage hardware and software break fix for laptop and desktop. Walk customers through installing applications and computer peripherals. Strong knowledge on Video Conference device. Ask targeted questions to diagnose problems. Test alternative pathways until you resolve an issue. Record technical issues and solutions in logs. Direct unresolved issues to the next level of support personnel. Follow up with clients to ensure their systems are functional. Report customer feedback and potential product requests. Help create technical documentation and manuals. Identify, log, and resolve technical problems with software applications or network systems. Identify potential changes and system improvements to present to senior team leaders for consideration and implementation. Ensure that work is carried out within agreed service levels and in accordance with department guidelines. Create, maintain, and distribute reports of progress to senior leadership. Maintain client databases with solutions and clear record of activities. Ability to travel and work after hours when necessary. Outstanding multitasking and problem solving capabilities. Mentoring and technical training to team members Analyze root cause analysis of incidents and recommend for automation