Responsibilities:
– Research and identify cutting-edge solutions to software and hardware issues.
– Diagnose and troubleshoot technical issues, including account setup and network configuration, with lightning-fast speed.
– Use targeted questions to quickly understand the root of the problem and deliver top-notch service to our clients.
– Track computer system issues through to resolution, ensuring all issues are properly logged and documented.
– Provide prompt and accurate feedback to clients, ensuring their IT systems are fully functional after troubleshooting.
– Escalate unresolved issues to appropriate internal teams, such as software developers, to ensure timely resolution.
– Leverage internal databases and external resources to provide accurate tech solutions that set us apart from the competition.
– Prioritize and manage several open issues at once, using outstanding organizational skills to meet agreed time limits.
– Follow up with clients to ensure their complete satisfaction and maintain jovial relationships with them.
– Prepare accurate and timely reports to provide insights into our tech support operations.
– Document technical knowledge in the form of notes and manuals, ensuring that our team stays ahead of the curve.
Skills & requirements:
– Proven experience as Technical Support Engineer, Desktop Support Engineer, or IT Help Desk Technician.
– Proficient in Windows, Linux, and Mac OS environments.
– Strong knowledge of computer systems, mobile devices, and other tech products.
– Expert at diagnosing and troubleshooting technical issues.
– Familiarity with remote desktop applications.
– Excellent problem-solving and communication skills.
– Ability to provide step-by-step technical help.
– BS degree in Information Technology, Computer Science, or relevant field.
– Additional certification in Microsoft, Linux, Cisco, or similar technologies is a plus.