ICT Support Specialist
4 weeks ago
The ICT Help Desk Technician will serve as the primary point of contact for customers seeking technical assistance via various channels. This role requires strong technical skills, excellent communication abilities, and a customer-centric approach.
Key Responsibilities:- Provide technical support and assistance to customers via chat, email, phone, or in-person
- Create and manage user accounts
- Perform IT onboarding for new employees
- Conduct remote troubleshooting and diagnostic techniques
- Determine the best solution based on customer issues and details
- Guide customers through the problem-solving process
- Escalate unresolved issues to higher-level support personnel
- Provide accurate information on IT products and services
- Record events and problems in the helpdesk ticketing system
- Follow up with customers to ensure issues are resolved
- Share customer feedback and suggestions with internal teams
- Identify and suggest process improvements
- Develop and maintain training manuals for software and hardware
- Diagnose system errors and other technical issues
- Perform IMAC tasks for hardware and software products
- Resolve technical problems with LAN, WAN, and other systems
- Proven experience in a help desk or customer support role
- 5+ years of experience in a help desk environment
- Technical expertise with office automation products, databases, and remote control
- Strong understanding of computer systems, mobile devices, and other tech products
- Ability to diagnose and resolve basic technical issues
- Proficiency in English/French
- Excellent oral and written communication skills
- Customer-focused and composed under pressure
- Bachelor's degree in IT, Computer Science, or relevant field
- Able to lift up to 45lbs
- Available for after-hours support 24/7
- Microsoft Windows Active Directory
- Citrix XenDesktop VDI
- Microsoft Exchange
- Microsoft Teams
- Microsoft Office
- Adobe Acrobat
- Various in-house developed web applications
- DUO/RSA and other 2FA programs
- Understanding of basic network/internet protocols
- Knowledge of IOS and Android mobile devices
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