Descrição
The Role:
Responsibilities:
- Researching and identify solutions to software and hardware issues.
- Diagnosing and troubleshooting technical issues, including account setup and network configuration.
- Asking customers targeted questions to quickly understand the root of the problem.
- Tracking computer system issues through to resolution, within agreed time limits.
- Properly escalating unresolved issues to appropriate internal teams (e.g. software developers).
- Providing prompt and accurate feedback to customers.
- Referring to internal database or external resources to provide accurate tech solutions.
- Ensuring all issues are properly logged.
- Prioritizing and managing several open issues at one time.
- Following up with clients to ensure their IT systems are fully functional after troubleshooting.
- Preparing accurate and timely reports.
- Documenting technical knowledge in the form of notes and manuals.
- Maintaining jovial relationships with clients.
Requirements:
- BS degree in Information Technology, Computer Science or relevant field.
- Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus.
- Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician 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.
- Excellent problem-solving and communication skills.
- Ability to provide step-by-step technical help, both written and verbal.