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Technical Support Technician
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#282831
Full Time
Job Description
Description
Job Description: The Technical Support Analyst assists employees with a wide array of computing and other technical issues on a day-to-day basis. The ideal candidate needs to have the aptitude to lend technical assistance for 400+ in-person and remote users both quickly and gracefully. The candidate must also be generally excited about all things technology, exhibit outside-the-box thinking and have an approachable attitude and personality. This is considered a Level II/III position with room for growth to the right candidate.
Technical Support Responsibilities:
· 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 quickly understand the root of the problem
· Track computer system issues through to resolution, within agreed time limits
· Talk clients through a series of actions, either via phone, email or chat, until they've solved a technical issue
· 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 clients 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
· Maintain jovial relationships with clients
· Taking ownership of customer issues reported and seeing problems through to resolution.
· Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues.
· Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
· Manage 24/5 Support in rotational Shifts,
Requirements and skills
· Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
· Hands-on experience with Windows/Linux/Mac OS 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. Salesforce, Jira)
· Excellent problem-solving and communication skills
· Ability to provide step-by-step technical help, both written and verbal
· Degree in Information Technology, Computer Science, or relevant curriculum.
· Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus.
· Hands-on experience in Cloud (Azure) and additional certification is a plus.
· Attention to detail and good problem-solving skills.
· Excellent interpersonal skills.
· Good written and verbal communication
Job Description: The Technical Support Analyst assists employees with a wide array of computing and other technical issues on a day-to-day basis. The ideal candidate needs to have the aptitude to lend technical assistance for 400+ in-person and remote users both quickly and gracefully. The candidate must also be generally excited about all things technology, exhibit outside-the-box thinking and have an approachable attitude and personality. This is considered a Level II/III position with room for growth to the right candidate.
Technical Support Responsibilities:
· 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 quickly understand the root of the problem
· Track computer system issues through to resolution, within agreed time limits
· Talk clients through a series of actions, either via phone, email or chat, until they've solved a technical issue
· 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 clients 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
· Maintain jovial relationships with clients
· Taking ownership of customer issues reported and seeing problems through to resolution.
· Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues.
· Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
· Manage 24/5 Support in rotational Shifts,
Requirements and skills
· Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
· Hands-on experience with Windows/Linux/Mac OS 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. Salesforce, Jira)
· Excellent problem-solving and communication skills
· Ability to provide step-by-step technical help, both written and verbal
· Degree in Information Technology, Computer Science, or relevant curriculum.
· Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus.
· Hands-on experience in Cloud (Azure) and additional certification is a plus.
· Attention to detail and good problem-solving skills.
· Excellent interpersonal skills.
· Good written and verbal communication
