IT Support Specialist
6 days ago
We are seeking a skilled and customer-focused Technical Support Engineer to provide technical assistance, troubleshooting, and resolution of IT issues for clients and internal users.
Main Responsibilities:- Technical Support & Issue Resolution
- Diagnose and troubleshoot hardware, software, and network issues reported by end-users.
- Provide timely and effective solutions for technical problems through phone, email, or in-person support.
- Utilize remote access tools (e.g., Anydesk, TeamViewer) to resolve issues remotely when necessary.
- Incident and Ticket Management
- Record, categorize, and prioritize incidents and service requests in the IT Service Management (ITSM) system.
- Ensure adherence to predefined Service Level Agreements (SLAs) for response and resolution times.
- Update and close tickets with clear documentation of the resolution process.
- System Setup & Configuration
- Assist new employees with IT onboarding, including account setup, hardware configuration, and software installation.
- Configure and troubleshoot collaboration tools like Microsoft Teams, Outlook, and other office productivity applications.
- Remote Access & Collaboration Tools
- Support users with VPN setup and remote access solutions to ensure seamless work-from-home experiences.
- Guide users in setting up and using collaboration tools effectively.
- Escalation of Complex Issues
- Identify and escalate unresolved issues to Level 2 or Level 3 support teams with clear documentation.
- Collaborate with cross-functional teams to address and resolve critical system problems.
- Knowledge Sharing & Training
- Create and update FAQs, how-to guides, and knowledge base articles for end-users.
- Provide training to users on common IT tools and best practices to prevent recurring issues.
- System Maintenance & Updates
- Perform routine maintenance tasks, such as software updates, patch installations, and hardware diagnostics.
- Monitor system performance and proactively address potential issues to prevent downtime.
- Customer Service & Communication
- Maintain a high level of professionalism and empathy when interacting with users.
- Clearly communicate technical concepts to non-technical users in a user-friendly manner.
- Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
- Proven experience in a technical support, helpdesk, or similar IT role.
- Strong understanding of operating systems (Windows, macOS, Linux), hardware, and software troubleshooting.
- Familiarity with ITSM tools (e.g., ServiceNow, Jira Service Desk) and remote access tools (e.g., Anydesk, TeamViewer).
- Basic knowledge of networking principles (e.g., TCP/IP, DNS, DHCP) and VPN configurations.
- Excellent problem-solving skills and attention to detail.
- Strong communication and customer service skills.
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