IT Support Specialist
2 weeks ago
About Us
Publicis Re:Sources is a renowned organization that provides exceptional services in the field of Information Technology. We are committed to delivering top-notch solutions to our clients, and we're seeking highly skilled professionals to join our team.
Salary Range:$60,000 - $80,000 per annum
Job Description:
We are looking for an IT Support Specialist to take ownership of customer issues reported and see problems through to resolution. The ideal candidate will be responsible for researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues. They will also follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
Key Responsibilities:
- Taking ownership of customer issues reported and seeing problems through to resolution
- Asking customers specific questions for quickly understanding the root of problems
- Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues
- FOLLOWING standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Ensuring all issues are properly logged and tracked till closure
- Following up with clients to ensure their IT systems are fully functional after troubleshooting
- Documenting technical knowledge and updates in the form of IT/Customer notes in ticket
- Prioritizing and managing several unresolved problems at the same time
- Communicating with clients through various channels (e.g. phone, email, chat) until their technical issues get resolved
Requirements:
To be successful in this role, you will need to possess:
- A minimum of 1 year experience in information technology or technical support
- Good understanding of software/hardware platforms, OS, Network and voice infrastructure
- Working knowledge of security software options and functionality preferred
- Strong communication, interpersonal and analytical skills to effectively communicate with all levels of employees
- Excellent multitasking skills
- Familiarity with remote desktop applications and help desk software (eg. Bomgar)
- Ability to work in fast-paced self-directed environment
- Extensive familiarity with Windows operating systems and MS Office products
Benefits:
We offer a competitive salary range of $60,000 - $80,000 per annum, as well as a range of benefits including:
- Opportunities for professional growth and development
- A collaborative and dynamic work environment
- A comprehensive benefits package
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