Job Responsibilities:
* 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
* Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
* Provide prompt and accurate feedback to customers
* Refer to internal database 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
Job Skills:
* Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
* Hands-on experience with Windows/Linux/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
* BS degree in Information Technology, Computer Science or relevant field
* Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
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