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Technical Support Specialist
3 months ago
As a vital member of our IT department, you will be responsible for delivering essential technical support and assistance to our employees, ensuring they can operate seamlessly with minimal interruptions. Your main duty will be to facilitate the effective functioning of computer systems, software applications, and hardware by addressing technical challenges and providing prompt assistance. You will serve as the initial contact for all IT-related queries and will be tasked with troubleshooting, diagnosing, and resolving a variety of technical issues.
Key Responsibilities:
- First-Level Technical Support: Address incoming IT support requests through various channels, including phone, email, or ticketing systems, and assist users directly with technical difficulties related to hardware, software, and network connectivity.
- Troubleshooting and Diagnosis: Analyze symptoms and identify technical problems by researching solutions and utilizing available resources. Offer step-by-step guidance to users to empower them to resolve issues independently when feasible.
- Issue Escalation: Work in collaboration with senior IT personnel or external service providers when complex issues arise that require advanced expertise. Ensure that escalated cases are resolved efficiently and keep users informed with regular updates.
- Documentation Maintenance: Create and maintain thorough records of all support requests, incidents, and solutions provided to ensure a reliable knowledge base.
- Hardware/Software Installation and Configuration: Assist in the setup, installation, and configuration of computer systems, peripheral devices, software applications, and network components, ensuring compatibility and optimal performance.
- User Account Management: Oversee user accounts, including their creation, modification, and termination, following established protocols and security measures.
- Compliance with IT Policies: Adhere to established IT policies and security protocols to maintain a secure and dependable IT infrastructure.
Candidate Profile:
- Minimum one year of experience in an IT support role.
- Relevant qualification in IT, such as BTEC.
- Proficient in troubleshooting Windows 10/11 operating systems and basic networking concepts, including TCP/IP, DNS, routers, switches, firewalls, VPN, and wireless technologies.
- Capable of confidently resolving hardware malfunctions.
- Understanding of virtualization technologies.
- Strong analytical and problem-solving abilities.
- Excellent customer service and interpersonal skills to effectively engage with colleagues and clients.
- Meticulous attention to detail and a commitment to maintaining accurate documentation.
- Able to work independently and prioritize tasks in a dynamic environment.
- Must reside within a one-hour commute to the office and possess a valid driver's license.
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