
Technical Support Specialist
2 days ago
The primary function of this role is to serve as the initial point of contact for end users requiring technical support. This position is accountable for delivering prompt assistance, troubleshooting issues, and ensuring incidents and service requests are resolved efficiently to minimize disruption to business operations.
Key Responsibilities:
- Provide first-level technical support to users via phone, email, or ticketing system
- Log, track, and manage incidents and service requests using ITSM tools
- Troubleshoot hardware, software, network, and application issues
- Escalate unresolved problems to the appropriate support teams
- Follow standard operating procedures for incident resolution and service request fulfillment
- Install, configure, and support desktop applications and operating systems
- Assist with user account management, password resets, and access control
- Maintain detailed documentation of problems and resolutions
- Monitor ticket queues and ensure SLAs are met
- Deliver excellent customer service and maintain professionalism in all interactions
Education and Experience:
- Bachelor's degree or diploma in Information Technology or related field
- 1–3 years of experience in a technical support or service desk role
Technical Knowledge and Skills:
- Familiarity with Windows and Mac operating systems
- Knowledge of Microsoft Office Suite, email systems, and basic networking concepts
- Experience using ITSM tools like ServiceNow, BMC Remedy, or Freshservice
Additional Certifications and Experience:
- ITIL Foundation certification
- Experience with remote support tools and Active Directory
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