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Title
Text copied to clipboard!Technical Support Specialist
Description
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We are looking for a dedicated and knowledgeable Technical Support Specialist to join our team. In this role, you will be the first point of contact for customers experiencing technical issues, providing timely and accurate solutions to ensure optimal system functionality and user satisfaction. Your duties will include troubleshooting software and hardware problems, guiding users through step-by-step solutions, and escalating unresolved issues to the appropriate internal teams. You will also be responsible for creating and updating technical documentation, conducting system maintenance and updates, and participating in training sessions to improve your technical skills. The ideal candidate will have a strong understanding of computer systems, networks, and software, along with excellent problem-solving and communication skills. This role requires a patient and customer-oriented approach, as you will be helping users with varying levels of technical knowledge. By joining our team, you will play a crucial role in maintaining the reliability and efficiency of our technology services, directly contributing to the success and satisfaction of our customers.
Responsibilities
Text copied to clipboard!- Diagnose and resolve technical issues related to software, hardware, and network systems.
- Provide prompt and accurate feedback to customers.
- Prioritize and manage several open issues at one time.
- Follow up with clients to ensure their systems are fully functional after troubleshooting.
- Prepare accurate and timely reports documenting technical failures and resolutions.
- Refer to internal database or external resources to provide accurate tech solutions.
- Ensure all issues are properly logged.
- Maintain jovial relationships with clients.
- Conduct electrical safety checks on computer equipment.
- Update self-help documents so customers can try to fix problems themselves.
- Test and evaluate new technology.
- Conduct remote troubleshooting sessions.
- Train users on new and existing IT systems.
- Install and configure computer hardware, software, systems, networks, printers, and scanners.
- Monitor and maintain computer systems and networks.
- Respond within agreed time limits to call-outs.
- Rapidly establish a good working relationship with customers and other professionals.
Requirements
Text copied to clipboard!- Proven experience as a Technical Support Specialist or similar role.
- Hands-on experience with Windows/Linux/Mac OS environments.
- Good understanding of computer systems, mobile devices, and other tech products.
- Ability to diagnose and troubleshoot basic technical issues.
- Familiarity with remote desktop applications and help desk software.
- Excellent problem-solving and communication skills.
- Ability to provide step-by-step technical help, both written and verbal.
- BS degree in Information Technology, Computer Science or relevant field.
- Additional certification in Microsoft, Linux, Cisco, or similar technologies is a plus.
- Understanding of network protocols (e.g., IPSEC, HSRP, BGP, OSPF, 802.11, QoS).
- Solid understanding of the OSI or TCP/IP model.
- Hands-on experience with monitoring, network diagnostic, and network analytics tools.
- Ability to work under pressure and manage multiple problems simultaneously.
- Detail-oriented and customer-focused.
- Availability to work in shifts or on-call as needed.
- Strong documentation skills.
- A passion for technology and learning.
- Excellent time management skills.
Potential interview questions
Text copied to clipboard!- Can you describe a time when you solved a difficult technical problem?
- How do you stay updated with the latest technology and industry trends?
- Describe your experience with help desk software and remote troubleshooting tools.
- How would you handle a situation where you are unable to resolve a customer's issue?
- What steps do you take to ensure customer data protection and privacy?
- Can you explain the difference between IPSEC and SSL VPNs?
- How do you prioritize your tasks when handling multiple support tickets?
- What is your approach to learning new technologies or software?
- How do you handle stressful situations when dealing with difficult customers?
- What makes you a good fit for this Technical Support Specialist role?