Job Description

• Serve as the first point of contact for end-users seeking technical assistance via phone, email, or chat, ensuring timely and effective support.
• Diagnose and resolve hardware and software issues, utilizing remote support tools to provide solutions in real-time.
• Maintain detailed documentation of support requests and resolutions in the ticketing system to track performance metrics and knowledge transfer.
• Escalate complex issues to senior IT staff while providing comprehensive information to facilitate swift resolutions.
• Conduct regular follow-ups with users to ensure their issues have been resolved satisfactorily, enhancing overall customer satisfaction.
• Assist with onboarding new employees by setting up their workstations, installing necessary software, and providing initial training on systems.
• Support the maintenance of IT inventory, including tracking and managing hardware and software assets to ensure compliance and availability.
• Implement and promote best practices for IT security, including educating users on safe computing habits to mitigate risks.
• Participate in team meetings to share insights on common issues and contribute to the continuous improvement of support processes.
• Stay updated on emerging technologies and industry trends to provide informed assistance and recommend enhancements.

Desired Candidate Profile

• Bachelor's degree in Information Technology, Computer Science, or a related field to ensure a strong foundational knowledge of IT principles.
• 1-3 years of relevant work experience in a technical support or helpdesk role to demonstrate hands-on troubleshooting capabilities.
• Proven experience in a fast-paced environment, indicating the ability to manage multiple tasks and priorities effectively.
• Fluency in English is essential, with additional language skills preferred to cater to a diverse user base.
• Strong technical skills in Windows and Mac OS environments, enabling effective troubleshooting across various operating systems.
• Excellent communication skills, allowing for clear explanations of technical issues to non-technical users.
• A proactive attitude and problem-solving mindset to anticipate user needs and deliver exceptional service.
• Attention to detail, ensuring that all aspects of a support request are considered and addressed thoroughly.
• Ability to work both independently and collaboratively in a team setting, fostering a positive working environment.

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Skills Required