Required Skills
Technical support
troubleshooting
hardware
software
networking
customer service
problem-solving
Windows
macOS
remote desktop tools
ticketing systems
LAN
Wi-Fi
VPN
system maintenance
communication skills
organizational skills
multitasking
CompTIA A+
Network+
ITIL Foundation
peripheral device setup
performance optimization
user education
IT policies
help desk support
technical documentation
Job Summary
We are seeking a highly motivated and customer-focused Technical Support Specialist to join our team. The ideal candidate will be responsible for providing exceptional technical assistance to end-users, troubleshooting hardware and software issues, and ensuring prompt resolution to minimize downtime. This role requires excellent communication skills, strong technical knowledge, and a proactive approach to problem-solving.
Experience
Proven experience in technical support or help desk roles.
Strong knowledge of Windows and macOS operating systems, hardware, and software troubleshooting.
Experience with remote desktop tools and support software.
Familiarity with network troubleshooting, including Wi-Fi, LAN, and VPN issues.
Excellent verbal and written communication skills.
Strong organizational and multitasking abilities.
Customer-oriented mindset with the ability to remain patient and empathetic under pressure.
Certifications such as CompTIA A+, Network+, or ITIL Foundation are a plus.
Job Responsibilities
- Serve as the first point of contact for end-users seeking technical assistance via phone, email, or in person.
- Diagnose and resolve hardware, software, and network issues promptly and effectively.
- Guide users through step-by-step troubleshooting processes and provide clear instructions.
- Escalate complex technical issues to the appropriate internal or external teams when necessary.
- Maintain detailed records of customer interactions, issues, and resolutions in the ticketing system.
- Install, configure, and maintain computer systems, software, printers, and peripheral devices.
- Conduct routine system maintenance, updates, and performance checks.
- Educate users on IT policies, best practices, and self-service tools.
- Collaborate with the IT team to improve technical support workflows and processes.
- Stay up to date with the latest technologies and provide recommendations for improvements.
Job Benefits
- Competitive salary and benefits package.
- Opportunities for professional development and certification reimbursement.
- A collaborative and supportive team environment.
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