Technical Support Expert
16 hours ago
IT Support Specialist
Job Description:The IT Support Specialist plays a vital role in our organization, providing top-notch service and support to end-users using an online ticketing system. This individual will interact with customers to provide and process information in response to inquiries, concerns, and requests about our range of IT products and services.
This position requires exceptional communication skills, both verbal and written, as well as the ability to multitask and prioritize tasks efficiently. The ideal candidate will have strong reasoning and analytical skills, with the ability to diagnose and resolve complex technical issues.
Key responsibilities include delivering top-notch service and support to customers through the online ticketing system, engaging with customers to provide and process information, gathering detailed information around customer requests, diagnosing and resolving issues related to applications, infrastructure, use cases, and software, conducting research to find required information, adhering to standard processes and procedures, identifying and escalating priority issues, accurately processing and recording communication on the ticket, and following up timely and making callbacks as scheduled where necessary.
Additional responsibilities include staying current with system information, changes, and updates, progressing team members' tickets during their absence or when progress is requested, reporting to Senior IT Support Analyst on any process changes requested from a ticket for validation and communication, and completing all other tasks deemed appropriate for this role and assigned by the manager/on-floor supervisor.
Required Skills and Qualifications:-
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