- 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
- 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
- Install and configure computer hardware, systems, networks, printers, scanners operating systems • and applications.
- Support staff either face-to-face, over the phone or ticketing system for resolving issues.
- Responding in a timely manner to service issues and requests.
- Troubleshoot system and network problems, diagnosing and solving hardware or software faults.
- Replace PCs/Laptops parts as required.
- Provide support including procedural documentation and relevant reports.
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