Technical Support Technician

Job Description: The Technical Support Analyst assists employees with a wide array of computing and other technical issues on a day-to-day basis. The ideal candidate needs to have the aptitude to lend technical assistance for 400+ in-person and remote users both quickly and gracefully. The candidate must also be generally excited about all things technology, exhibit outside-the-box thinking and have an approachable attitude and personality. This is considered a Level II/III position with room for growth to the right candidate.

Technical Support Responsibilities:

• 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

• 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

• Taking ownership of customer issues reported and seeing problems through to resolution.

• Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues.

• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.

• Manage 24/5 Support in rotational Shifts,

Requirements and skills

• 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. Salesforce, Jira)

• Excellent problem-solving and communication skills

• Ability to provide step-by-step technical help, both written and verbal

• Degree in Information Technology, Computer Science, or relevant curriculum.

• Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus.

• Hands-on experience in Cloud (Azure) and additional certification is a plus.

• Attention to detail and good problem-solving skills.

• Excellent interpersonal skills.

• Good written and verbal communication