Technical Support Specialist
2 weeks ago
We are looking for a skilled Junior Technical Support Specialist to join our team. Your primary role will be to provide first-level technical assistance to end-users via phone, email, and in-person.
- Assess and qualify the request
- Diagnose and troubleshoot hardware, software, and network issues
- Install, configure, and maintain computer systems and peripherals
- Process and execute demands/resolve incidents following established procedures
- Record, track, and document incidents/service requests using the ticketing system
Key Responsibilities:
- Timely resolution of incidents in accordance with service level agreements (SLAs)
- Escalate complex issues to senior technicians or other appropriate teams when necessary
- Provide adapted response to user demand and needs
- Evaluate the knowledge in IT and the level of autonomy of the user and adapt the response accordingly
Required Skills and Qualifications:
- Basic understanding of computer hardware, software, and networking concepts with Max 6 months experience
- Familiarity with Windows and/or Mac operating systems
- Knowledge of common office software applications (e.g., Microsoft Office Suite)
Benefits:
- Certifications: ITIL Foundation or other relevant certifications are a plus
Others:
- Strong problem-solving and analytical skills
- Excellent verbal and written communication skills
- Customer-oriented with a friendly and patient demeanor
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