Responsibilities
• Research and identify solutions to software 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
• Prioritize and manage several open issues at one time.
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Document technical knowledge in the form of notes and manuals.
Requirements
• Proven work experience as a Technical Support Executive, IT Help Desk Technician or similar role.
• Hands-on experience with Windows/Linux/Mac OS environments.
• Ability to diagnose and troubleshoot basic technical issues.
• Familiarity with remote desktop applications and help desk software (eg. Zendesk).
• Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus.