Responsible for providing technical assistance and support
related to network, computer systems, hardware, or software. Responds to
queries, and determines and implements solution.
Primary
responsibilities
• Provide
technical assistance and support for incoming queries and issues related to
network, computer systems, software, and hardware.
• Respond
to queries either in person or over the phone.
• Train
computer users.
• Maintain
daily performance of computer systems.
• Ask
questions to determine nature of problem.
• Install,
modify, and repair computer hardware and software.
• Clean up
computers.
• Run
diagnostic programs to resolve problems.
• Resolve
technical problems with Local Area Networks (LAN).
• Install
computer peripherals for users.
• Follow up
with users to ensure issue has been resolved.
• Gain
feedback from users about computer usage.
• Run
reports to determine malfunctions that continue to occur.
• Determine
the best solution based on the issue and details provided by customers
• Properly
escalating unresolved queries to the next level of support
• Provide
accurate information on IT products or services
• Record
events and problems and their resolution in logs
• Follow-up
and update customer status and information
• Identify
and suggest possible improvements on procedures
Requirements
• Proven
experience as a help desk technician or other customer support role
• Tech
savvy with working knowledge of office automation products, databases and
remote control
• Good
understanding of computer systems, mobile devices and other tech products
• Ability
to diagnose and resolve basic technical issues
• Proficiency
in English
• Excellent
communication skills
• Customer-oriented
and cool-tempered
• Strong
client-facing and communication skills
• Advanced
troubleshooting and multi-tasking