- 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 (e.g. software developers)
- 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
Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar roleHands-on experience with Windows/Linux/Mac OS environmentsGood understanding of computer systems, mobile devices and other tech productsAbility to diagnose and troubleshoot basic technical issuesFamiliarity with remote desktop applications and help desk software (eg. Zendesk)Excellent problem-solving and communication skillsAbility to provide step-by-step technical help, both written and verbalBS degree in Information Technology, Computer Science or relevant fieldAdditional certification in Microsoft, Linux, Cisco or similar technologies is a plus