Job Description
- Research and identify solutions to software and hardware issues.
- Diagnose and troubleshoot technical issues, including account setup and network configuration.
- Ask customers targeted questions to quickly understand the root of the problem.
- Track computer system issues through to resolution, within agreed time limits.
- Talk clients through a series of actions, either via phone, email, or chat, until they’ve solved a technical issue.
- Provide prompt and accurate feedback to customers.
- Refer to internal databases or external resources to provide accurate tech solutions.
- Ensure all issues are properly logged.
- Prioritize and manage several open issues at one time.
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
- Prepare accurate and timely reports.
- Document technical knowledge in the form of notes and manuals.
- Maintain jovial relationships with clients.
Requirements
- Proven work experience as a technical support engineer, desktop support engineer, IT help desk technician or similar roles.
- Hands-on experience with Windows, Linux, and Mac OS environments.
- Good understanding of computer systems, mobile devices, and other tech products.
- Ability to diagnose and troubleshoot basic technical issues.
- Familiarity with remote desktop applications and help desk software (e.g. Zendesk).
- Excellent problem-solving and communication skills.
- Ability to provide step-by-step technical help, both written and verbal.
- Bachelor's degree in Information Technology, Computer Science, or relevant fields.
- Additional certification in Microsoft, Linux, Cisco, or similar technologies is a plus.
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