Responsibilities:

• Provide technical assistance and support to end-users, troubleshooting hardware, software, and network-related issues.
• Respond to inquiries and issues via phone, email, or in person, providing timely resolution or escalating problems as necessary.
• Install, configure, and update software and hardware components, including operating systems and applications.
• Document and maintain records of reported problems and their resolution using a ticketing system.
• Offer guidance and training to users on how to utilize various systems or software effectively.
• Collaborate with other IT staff to assist in the maintenance and improvement of IT systems and processes.
• Stay updated on technological advancements and participate in continuous learning to enhance support services.

Requirements & Skills:

• A degree in Computer Science, Information Technology, or a related field is preferred.
• 3 to 6 years of experience in technical support or a help desk role.
• Proficiency in diagnosing and resolving technical issues related to software, hardware, and network systems.
• Knowledge of operating systems (Windows, macOS, Linux), productivity software, and common business applications.
• Familiarity with remote desktop applications and support tools.
• Strong communication skills with the ability to explain technical issues clearly to non-technical users.
• Excellent problem-solving and troubleshooting abilities.
• Customer service orientation with a patient and empathetic approach in handling user queries.
• Ability to work under pressure and manage multiple tasks simultaneously.

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