- Customer Support and Analysis:
Provide timely technical support via phone, email, and chat.
Troubleshoot and resolve hardware, software, and network issues.
Collaborate with stakeholders to elicit, document, and validate business requirements.
- Documentation and Knowledge Base:
Document and track support issues, maintaining detailed records.
Contribute to a knowledge base for common technical issues and solutions.
Prepare detailed business requirements and functional specifications.
- Remote Assistance and Solution Design:
Use remote assistance tools for efficient problem resolution.
Work with teams to design effective business solutions.
Communicate technical information effectively to users.
Communicate with stakeholders to ensure a clear understanding of business needs.
BS degree in Information Technology, Computer Science or relevant field.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. Zendesk).Excellent problem-solving and communication skills.Ability to provide step-by-step technical help, both written and verbal.Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus.