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Technical Support Analyst
2 months ago
Key Responsibilities:
Deliver advanced remote assistance to clients through various communication channels, ensuring timely responses.
Diagnose and rectify complex technical challenges related to computers, networks, and software applications.
Provide guidance and training to clients to enhance their understanding and usage of technology.
Occasionally visit client sites to troubleshoot issues and set up necessary equipment.
Exhibit exceptional customer service, ensuring that all escalated matters are addressed swiftly and effectively.
Contribute to the creation of support protocols and documentation to facilitate quick and accurate resolution of service requests.
Collaborate with team members to maintain high standards of customer service.
Engage in ongoing training and skill development.
Qualifications:
Demonstrate outstanding written and verbal communication abilities, simplifying technical language for clients.
Build strong relationships with clients through effective rapport.
Exhibit advanced problem-solving and analytical skills.
Show persistence in delivering exceptional customer service.
Possess strong organizational and planning capabilities.
Manage significant workloads efficiently.
Have a solid understanding of both Windows and Mac operating systems.
Comprehend networking fundamentals including TCP/IP, DNS, DHCP, and wireless technologies; relevant certifications are advantageous.
Familiarity with server technologies and virtualization is beneficial.
Proficient in using Google Workspace and Microsoft Office Suite.
Education:
A bachelor's degree or equivalent professional experience.
A minimum of 2-3 years in a technical support capacity, with service desk experience being a plus.
