Technical Support Specialist
2 weeks ago
DigiTran Technologies Inc. is actively looking for a Computer User Support Specialist to enhance our dedicated team of professionals. The successful candidate will be integrated into our Information Technology Service Desk Support and Engineering Services Program. This role is pivotal in delivering technical support to our users, addressing inquiries, and resolving computer-related issues through various communication channels.
Key Responsibilities:
- Deliver prompt, reliable, and consistent service to all users, including high-profile clients.
- Address IT service requests that align with the urgent needs of our customers.
- Facilitate timely referrals and escalations to appropriate IT support services.
- Adhere to all Service Level Agreements (SLAs), focusing on response times, first contact resolutions, and management of aged tickets.
- Resolve technical issues and provide assistance via telephone for both internal and external customers regarding hardware, software, network, and telecommunications systems.
- Diagnose and analyze problems using historical data, ensuring accurate routing to product specialists when necessary.
- Engage with users to identify and diagnose issues effectively.
- Maintain a structured approach to problem management, encompassing recognition, research, isolation, resolution, and follow-up.
- Support end users with various application and web application-related issues.
- Investigate, research, and resolve technical challenges.
- Document, track, and monitor issues to guarantee timely resolutions.
- Collaborate with network services, software engineering, and application development teams to restore services and rectify core issues.
- Recreate user problems to troubleshoot operational difficulties.
- Propose system modifications to minimize user challenges.
Qualifications:
- A minimum of 2 years of experience with a Bachelor's degree; no experience required with a Master's degree, or 4 years with a High School diploma.
- At least 1 year of experience in a help desk environment utilizing ServiceNow tools.
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