Job Details

Skills And Tools:

Job Description

• Respond to user inquiries and issues via phone, email, or in-person.
• Provide timely and effective technical support to end-users, ensuring customer satisfaction.
• Troubleshoot and resolve hardware, software, and network-related problems.
• Analyze and diagnose technical issues reported by end-users.
• Utilize troubleshooting skills to identify the root cause of problems and implement solutions.
• Escalate complex issues to the appropriate teams or senior technicians when necessary.
• Install, configure, and update software applications and operating systems.
• Perform hardware installations, upgrades, and repairs as needed.
• Maintain an inventory of hardware and software assets.
• Troubleshoot network connectivity issues and ensure the smooth operation of LAN and WAN.
• Collaborate with network administrators to resolve complex network problems.
• Assist in the setup and configuration of routers, switches, and other networking equipment.
• Create and maintain documentation for troubleshooting procedures, FAQs, and knowledge base articles.
• Document resolutions and update the IT knowledge base to facilitate future issue resolution
• Provide training and guidance to end-users on the proper use of hardware and software.
• Conduct workshops or create instructional materials to enhance user knowledge.
• Implement and enforce security measures to protect IT systems and data.
• Educate users on best practices for information security.

Job Requirements

Qualifications:

• Bachelor’s degree in information technology, Computer Science, or related field (or equivalent work experience).
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus.

Skills and Competencies:

• Strong technical troubleshooting skills.
• Excellent customer service and communication skills.
• Proficiency in operating systems (Windows, MacOS, Linux) and common software applications.
• Familiarity with networking concepts and protocols.
• Ability to work in a fast-paced and dynamic environment.

Experience:

• Prior experience in a helpdesk or technical support role is preferred.

Working Conditions:

• May require occasional evening or weekend work.
• Ability to provide on-call support if needed.