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Title
Text copied to clipboard!IT Support Specialist
Description
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We are looking for an IT Support Specialist to join our team. The ideal candidate will be responsible for providing technical assistance to our computer system users. This includes resolving network issues, configuring operating systems, and using remote desktop connections to provide immediate support. You will use email and chat applications to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals. To be qualified for this role, you should hold a degree in a relevant field, like Computer Science, IT or Software Engineering. Microsoft, Cisco, Linux, or similar certification is a plus. If you’re naturally a helper, enjoy assisting people with computer issues and are able to explain technical details simply, we’d like to meet you.
Responsibilities
Text copied to clipboard!- Serve as the first point of contact for customers seeking technical assistance over the phone or email
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal teams
- Identify and suggest possible improvements on procedures
Requirements
Text copied to clipboard!- 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 basic technical issues
- Proficiency in English
- Excellent communication skills
- Customer-oriented and cool-tempered
- BSc/BA in IT, Computer Science or relevant field
- Certification in Microsoft, Linux, Cisco or similar technologies is a plus
Potential interview questions
Text copied to clipboard!- How do you handle pressure or stressful situations?
- Can you describe a time when you had to explain a technical issue to a non-technical person?
- What is your method for troubleshooting technical issues?
- How do you prioritize your work when you have multiple issues to resolve?
- Can you describe a time when you had to deal with a difficult customer?