Technical Support Specialist
2 weeks ago
*Note-This is a Contract role with potential for permanent placement for suitable candidates
The **Tier 1 Technical Support Specialist** is responsible for delivering user assistance and maintenance within the organization’s desktop and mobile computing framework, alongside various conferencing technologies. This role also encompasses the implementation of technological aspects related to office dynamics, including relocations and workspace enhancements.
This position involves the installation, diagnosis, repair, maintenance, and upgrading of all personal computer hardware and software, telecommunication devices, and mobile technology. Additionally, it includes testing, setting up, dismantling video and audio conferences, and overseeing the maintenance of video conferencing systems.
The Technical Support Specialist will engage as a member of the IT Service Desk, ensuring exceptional customer service by troubleshooting issues (in person, via telephone, or through electronic communication) promptly and accurately, while providing user assistance as necessary.
Key Qualifications- Profound technical expertise in desktops, laptops, printers, and mobile devices (smartphones, tablets, etc.).
- Practical experience in hardware troubleshooting and installation.
- Comprehensive technical knowledge of current protocols, operating systems, and standards, including Microsoft Windows 7, Microsoft Windows 10, Office 365, and mobile devices (iOS, Android) via telephone support.
- Advanced proficiency in Microsoft Office software components. Familiarity with Office 2010 is essential; knowledge of Office 2016 / Office 365 is advantageous.
- Capability to operate tools, components, and peripheral accessories.
- Ability to interpret technical manuals, procedural documentation, and OEM guides.
- Capacity to conduct research into PC hardware and software issues and products as needed.
- Strong interpersonal and relationship-building abilities.
- Excellent written and verbal communication skills.
- Ability to articulate ideas in user-friendly terms.
- Analytical and problem-solving skills, with a strong attention to detail.
- Self-motivated and organized, with the ability to prioritize and execute tasks effectively in a fast-paced environment.
- Experience in a collaborative, team-oriented setting.
- Strong customer service focus.
- Conduct on-site analysis, diagnosis, and resolution of intricate desktop issues for end-users, recommending and implementing corrective actions, including off-site repairs for remote users as necessary.
- Troubleshoot end-user workstations and associated hardware and software to ensure required desktop service levels are met.
- Collaborate with server and network administrators to guarantee the efficient operation of the organization’s desktop computing environment.
- Respond to incoming calls, pages, and/or electronic communications regarding desktop issues.
- Coordinate with remote locations and third-party vendors for testing and executing video and audio conferences.
- If required, liaise with third-party support and PC equipment suppliers.
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