● Perform remote troubleshooting through diagnostic techniques and pertinent questions.
● Determine the best solution based on the issue and details provided by clients.
● Walk the clients through the problem-solving process.
● Direct unresolved issues to the next level of support personnel.
● Provide accurate information on IT products or services.
● Record events and problems and their resolution in logs.
● Follow up and update customer status and information.
● Pass on any feedback or suggestions by customers to the appropriate internal team.
● Identify and suggest possible improvements to procedures.
Requirements
● Bachelor's degree in IT, Computer Science, or relevant fields.
● At least two years of experience as an IT support technician (Help Desk).
● Good understanding of computer systems, mobile devices, and other tech products.
● Ability to diagnose and resolve basic technical issues.
● Excellent communication skills.
