Job Details
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Job Description
Reports to: System And Network Manager
Purpose: The IT support specialist’s main purpose is to provide technical support to identify, troubleshoot, accurately diagnose issues, and resolve first-level problems. or on-site.
This position has primary responsibility and accountability for achieving total end-user satisfaction by providing an exceptional customer service experience while resolving technical and software problems.
Responsibilities
- Research and identify solutions to software and hardware issues
- Diagnose and troubleshoot technical issues, including account setup and network configuration
- Ask end user targeted questions to quickly understand the root of the problem
- Track computer system issues through to resolution, within agreed time limits
- Properly escalate unresolved issues to appropriate internal teams
- 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 end user 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
Job Requirements
- Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Engineer or similar role
- Hands-on experience with Windows/Linux 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 (eg. Anydesk, teamviewer)
- Excellent problem-solving and communication skills
- Ability to provide step-by-step technical help, both written and verbal
Job Specifications:
Education:
- BS degree in Information Technology, Computer Science, Computer Engineering or relevant field
- Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
Experience:
- 1-2 years of previous experience of end user support
- Prefer experience with projectors, computers and instructional settings
- Work in related technical services is required
Skills:
- Excellent knowledge of computer hardware and software
- General knowledge of a variety of technologies/software and how they are connected together; including, but not limited to, servers, desktops, networking equipment, online meeting, and remote desktop control tools
- Experience with desktop operating systems, including Windows 7, 10 and Linux experience a plus
- Excellent customer service orientation
- Ability to quickly troubleshoot and solve system malfunctions
- Very good oral and written English skills
- Excellent communication skills
