Responsibilities:

• Serve as the first point of contact for clients seeking technical assistance.
• Provide technical assistance and support to clients for issues related to computer systems, software, and hardware.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Respond to email messages for clients seeking help.
• Walk clients through the problem-solving process.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Record events and problems and their resolution in logs.
• Follow up with clients to ensure the issue has been resolved and provide further information if necessary.
• Run reports to determine malfunctions that continue to occur.
• Direct unresolved issues to the next level of support personnel.
• Install computers and computer peripherals for clients.
• Maintain daily performance of computer systems.
• Install, modify, and repair computer hardware and software.
• Gain feedback from clients about computers and IT Systems usage.
• Provide accurate information on IT products or services.
• Pass on any feedback or suggestions by clients to the appropriate internal team.
• Identify and suggest possible improvements to procedures.

Required:

• A+, Server+ or Network+ certification.
• Tertiary education in any IT / ICT-related discipline
• Proven experience as a help desk technician or other customer support role.
• Tech-savvy with working knowledge of office automation products, databases, and remote control.
• Good understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve fundamental technical issues.
• Proficiency in English.
• Excellent communication skills.
• Customer-oriented and cool-tempered.