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Job Description
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Respond to queries either in person or over the phone.
- Train computer users.
- Maintain daily performance of computer systems.
- Respond to internal email messages seeking help.
- Ask questions to determine nature of problem.
- Walk employees through problem-solving process.
- Install, modify, and repair computer hardware and software.
- Clean up computers.
- Run diagnostic programs to resolve problems.
- Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
- Install computer peripherals for users.
- Follow up with employees to ensure issue has been resolved.
- Run reports to determine malfunctions that continue to occur.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Pass on any feedback or suggestions by employees to the appropriate internal team
- Identify and suggest possible improvements on procedures
Job Requirements
- BSc/BA in IT, Computer Science or relevant field
- Proven experience as a help desk technician or other customer support role
- Good understanding of computer systems, mobile devices and other tech products
- Ability to diagnose and resolve basic technical issues
- Proficiency in English
- Excellent communication skills
- Customer-oriented and cool-tempered