IT Support Technician

Responsibilities:

Research and identify solutions to software and hardware issues

Diagnose and troubleshoot technical issues.

Talk clients through a series of actions, either via phone, email or chat. Provide prompt and accurate feedback, and follow-up on case resolution to customers.

Properly escalate unresolved issues to appropriate internal teams.

Provide prompt and accurate feedback to customers

Ensure all issues are properly logged

Prioritize and manage several open issues at one time

Prepare accurate and timely reports

Document technical knowledge in the form of notes and manuals

Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role

Good understanding of computer systems, mobile devices and other tech products

Familiarity with remote desktop applications and help desk software

Good problem-solving and communication skills

Ability to provide step-by-step technical help, both written and verbal

Requirements:

BS degree in Information Technology, Computer Science or relevant field

1-2 experience as IT Support

Additional certification is a plus.