Skills And Tools:
• Serve as the first point of contact for customers seeking technical assistance over the phone or email and ticketing system.
• Provide technical assistance and support for incoming concerns and issues related to systems, software, and hardware.
• Install all PC, printers, scanners, IP phones, SW and HW, and applications. • Backup system and antivirus and related applications.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions. • Work through the problem-solving process with customers, empowering them to do the same in the future.
• Report significant and recurring issues to the tier-2 support team.
• Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customers to ease troubleshooting.
• BSc/BA in IT, Computer Science, or a related field
• Have 1- 2 years of experience in a similar position.
• Proven experience as a Help Desk Technician or other customer support role
• Good understanding of computer systems, mobile devices, and other tech products
• Have experience in Microsoft Windows OS & Office 365 suite.
• End user computing hardware troubleshooting (laptops, printers, mobile phones)
• Basic networking knowledge
• Ability to diagnose and resolve fundamental computer/technical issues.
• Excellent communication skills
• Keen attention to detail, memory of patterns, and interest in problem-solving
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