Technical Support Specialist
2 weeks ago
Job Summary
Serving as the first point of contact for customers seeking technical assistance over the phone or via email, the Technical Support Specialist plays a vital role in ensuring seamless IT operations.
Key Responsibilities
- Ensure the daily attendance of all location engineers and onsite engineers during the service window.
- Monitor and respond quickly to incoming requests related to IT issues from factory users.
- Log all requests into the Help Desk application and assign calls to relevant engineers for further action.
- Monitor and maintain records of events and problems, along with their resolution logs, properly in the helpdesk application.
- Follow up with engineers and users to ensure complete resolution of issues.
- Identify and escalate situations requiring urgent attention.
- Prepare daily, weekly, and monthly reports and send them to the reporting managers.
- Maintain an inventory of all equipment, software, and licenses and provide data when required.
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