On-Call Help Desk Technician
2 weeks ago
Job Overview:
We are currently seeking an energetic and detail-oriented On-Call Help Desk Technician (Tier I) to join our IT support team. This entry-level position is designed for individuals looking to build a career in IT. Under general supervision, the successful candidate will provide technical assistance and support related to computer systems, hardware, and software. This role requires problem-solving skills and the ability to communicate effectively with non-technical staff.
Responsibilities:
- Respond to queries on basic technical issues and offer advice to solve them.
- Serve as the first point of contact for customers seeking technical assistance over the phone or email.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Determine the best solution based on the issue and details provided by customers.
- Walk the customer through the problem-solving process.
- Direct unresolved issues to the next level of support personnel.
- 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.
- Pass on any feedback or suggestions by customers to the appropriate internal team.
- Identify and suggest possible improvements on procedures.
Qualifications:
- 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.
- High school diploma or equivalent; higher degree in a relevant discipline or IT certifications would be a plus.
Preferred Skills:
- Experience with help desk software, such as Zendesk or Freshdesk.
- Basic knowledge of network troubleshooting and configuration.
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