Job Summary:
Technical Support Specialist
This role involves providing Level 1 support for PC client issues, including desktop/laptop hardware, software, OS, printers, etc. The successful candidate will also provide information on IT processes, general how-to queries, and known outages.
Main Responsibilities:
* Analyse symptoms, determine root cause, review Knowledge Base instructions, provide resolution, and document relevant details.
* Evaluate technical skills to ensure they align with the job requirements.
* Escalate to appropriate Level 2 team when needed and monitor progress on critical priority tickets.
Key Requirements:
* Good working knowledge of Windows operating system and MS Office 365.
* Basic knowledge of Mac operating system and troubleshooting.
* Ability to hold a conversation with ease and minimal use of fillers.
* Clarity in speech – Neutral accent, appropriate rate of speech, pleasant voice, and confident tone.
Additional Skills:
* Candidate must possess excellent customer service skills (persuasion, empathy, helpfulness & positive attitude).
* Effective communication skills (email) are essential for this role.
The ideal candidate will have a strong educational background and/or relevant work experience in a technical support environment.
As a Technical Support Specialist, you will be an integral part of our team, ensuring that clients receive high-quality support services. If you are passionate about technology and delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.