Main job duties and responsibilities:

• Provide first level contact support for all IT related issues.
• 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 understand the root of the problem.
• Track computer system issues through to resolution, within agreed time limits.
• Proceed with clients through a series of actions, via phone, email or chat, until they have solved the technical issue.
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
• Properly escalate unresolved issues to appropriate internal teams (e.g. infrastructure, developers)
• Provide prompt and accurate feedback to customers.
• Refer to internal database or external resources to provide accurate tech solutions.
• Install, test and configure new workstations, equipment and software.
• Ensure all issues properly recorded.
• Prioritize and manage several open issues at one time.
• Prepare accurate and timely reports.
• Document technical knowledge in the form of notes and manuals.
• Perform any additional tasks that might be necessary for easier workflow, within the main frame of the job’s specialty.