IT Support Technician

The IT Support Technician will provide fast and useful technical assistance on computer systems. The role involves answering

queries on basic technical issues and offering advice to solve them.

Responsibilities:

- Serve as the first point of contact for customers seeking technical assistance over the phone, email or support ticketing system

· Perform remote troubleshooting through diagnostic techniques and pertinent questions

· Determine the best solution based on the issue and details provided by customers

· Walk the customer through the problem-solving process

· Direct unresolved issues to the next level of support personnel

· Provide accurate information on IT products or services

· Record events and problems and their resolution in logs

· Follow-up and update customer status and information

· Pass on any feedback or suggestions by customers to the appropriate internal team

· Identify and suggest possible improvements on procedures

Personality type

- Enthusiastic & highly motivated

· Friendly & Approachable

· Planned structured approach to work

· Have meticulous attention to detail

· Problem solving mind-set

· An ability to learn in a fast-paced environment

· Performs under pressure and works using own initiative as well as part of a team

Skills & experience

- Solid understanding of computer systems, operating systems, mobile devices and other tech products

· Ability to diagnose and resolve basic technical issues

· Proficiency in English

· Excellent communication skills, particularly in effectively understanding problems and explaining their solutions

· Customer-oriented, patient and cool-tempered

· Knowledge of ticketing system distribution to relevant lines of support

· Experience of phone systems within a corporate environment and MS Teams integration

· O365 Admin Experience

· Basic knowledge of networking and network access control

· Knowledge of monitoring tools within windows and other 3rd party vendor tools