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Job Description
Job Description:
- Research and identify solutions to software and hardware issues
- Diagnose and troubleshoot technical issues, including account setup and network configuration
- Ask Employees targeted questions to understand the root of the problem quickly
- Track computer system issues through to resolution, within agreed time limits
- Talk to 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)
- 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 Requirements
- BS degree in Information Technology, Computer Science or relevant field
- Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
- 1 year of experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
- Support on the Network infrastructure
- Hands-on experience with Windows/Linux/Mac OS environments
- Good understanding of computer systems servers, mobile devices and other tech products
- Ability to diagnose and troubleshoot basic technical issues
- Familiarity with remote desktop applications and help desk software (eg. Zendesk)
- Knowledge of ESXi & VMWare
- Veeam Backup or any backup solutions
- Excellent problem-solving and communication skills
- Ability to provide step-by-step technical help, both written and verbal
