Technical Support Professional
As a Technical Support Professional, you will be responsible for providing remote and on-site technical support services to internal corporate users. This role involves ensuring that employees have the technology and connectivity they need to perform their jobs effectively.
The Workplace Technology team is the first point of contact for all workplace technology incidents and requests. Your responsibilities will include troubleshooting problems, advising on appropriate actions, and delivering an outstanding customer experience.
Key Responsibilities:
* Triage, respond, and resolve tickets via phone, email, or in person.
* Provide technical assistance in person, via phone, or electronically.
* Deliver an exceptional customer experience.
* Support internal employees and brokers over the phone, via email, or in person.
* Resolve computing issues/requests within agreed SLAs.
* Provide training and support to employees on the use of IT resources.
* Update software and hardware to maintain strong IT security.
* Build and maintain relationships with internal and external stakeholders.
Qualifications:
* Information Technology or a related qualification.
* ITIL Foundation Certificate.
* Knowledgeable in ticket management systems, Microsoft Windows and/or MacOS system administration, software patching platforms, and information security fundamentals.
Experience:
* At least 5 years of proven experience in a similar role, preferably senior.
* Proficient in dealing with high-touch/VIP/C-Suite users.
* Intermediate problem-solving and technical troubleshooting skills.
* Solid understanding of computer hardware, operating systems, networks, and software applications.
* Excellent communication skills and the ability to interact effectively with users at all levels of technical expertise.