Address
Form of workAssist with research and help identify solutions to software and hardware issues. Diagnose and troubleshoot technical issues, including account setup and network configuration. Ask customers targeted questions to quickly understand the root of the problem. Track computer system issues through to resolution, within agreed time limits. Talk clients through a series of actions, either via phone, email or chat, until they have solved a technical issue. Properly escalate unresolved issues to senior team members. Provide prompt and accurate feedback to customers. Refer to internal database or external resources to provide accurate tech solutions. Ensure all issues are properly logged. Prioritize and manage several open issues at one time. Follow up with clients to ensure their IT systems are fully functional after troubleshooting. Prepare accurate and timely reports. Assist with documenting technical knowledge in the form of notes and manuals.
Estimated pay range for this position is $22 - $29 / hour depending on experience.
- Degrees: Bachelors
- Additional Qualifications: Bachelors Degree in Information Technology, Computer Science, or relevant field.
- Minimum of 1 year proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role.
- 1-5 years experience preferred.
- Hands on experience with Windows/Mac OS environments.
- Knowledge of computer systems, mobile devices, and other tech products.
- Ability to diagnose and troubleshoot basic technical issues.
- Familiarity with remote desktop applications and help desk software.
- Excellent problem solving and communication skills.
- Ability to provide step-by-step technical help, both written and verbal.
