Job Summary :

We are looking for a dedicated Technical Support Specialist to provide technical assistance and support to our clients and internal teams.

The ideal candidate will have excellent problem-solving skills and the ability to troubleshoot software and hardware issues, ensuring high customer satisfaction and timely resolution of technical problems.

Key Responsibilities :

- Provide first-level technical support via phone, email, chat, or remote tools.

- Diagnose and resolve hardware, software, network, and application issues promptly.

- Guide users through step-by-step solutions and provide clear instructions.

- Document issues and resolutions accurately in the ticketing system.

- Escalate complex issues to higher-level technical teams when necessary.

- Collaborate with cross-functional teams to identify and resolve recurring problems.

- Maintain up-to-date knowledge of products, services, and technical advancements.

- Assist in user account setup, access permissions, and system configurations.

- Participate in training sessions and contribute to the creation of support documentation and FAQs.

Required Qualifications :

- Bachelors degree in Computer Science, Information Technology, or related field preferred.

- 2+ years of experience in technical support or help desk roles.

- Strong knowledge of Windows, macOS, Linux operating systems, and common software applications.

- Familiarity with networking concepts (TCP/IP, DNS, VPN) and troubleshooting.

- Excellent communication and interpersonal skills.

- Ability to handle multiple tasks and prioritize effectively.

- Strong problem-solving and analytical abilities.

- Experience with ticketing systems and remote support tools