Responsibilities
- Provide courteous and prompt technical support to clients via phone, email, or remote assistance.
- Diagnose, troubleshoot, and resolve Tier 1 technical issues related to hardware, software, network connectivity, and peripheral devices.
- Maintain accurate records of support requests, resolutions, client networks, configurations and equipment inventory. Strong documentation skills are a must.
- Escalate complex issues to Tier 2 or Tier 3 technicians when necessary and follow up on open tickets until resolution.
- Keep clients informed of ticket status and progress, ensuring excellent communication throughout the support process.
- Stay up-to-date with the latest industry trends and technologies to enhance troubleshooting skills.
- Collaborate effectively with colleagues and team members to resolve challenging technical issues.
- Make sure client new hires have their user accounts, company email, and appropriate security access so they can complete assigned tasks.
- Configure new technology for the company, including software and applications, computer hardware and desktops, and operating systems.
- Secure all computer systems and run regular checks to protect our business from cyber security threats.
- Ability to analyze and identify phishing emails.
- Keep all technical hardware and systems up to date, including phone systems, printers, computers, operating systems, network systems, and any other technical equipment.
- Perform related duties as assigned.
Qualifications
- Relevant certifications (e.g., CompTIA A+, Network+, or Microsoft Certified) preferred.
- Experience in an MSP environment is a plus
- Familiarity with ticketing systems is a plus.
Screening Criteria
- Bachelor’s degree in information technology, computer engineering, computer science or a related field.
- At least one (1) to two (2) years experience as an IT Support , similar Helpdesk or Technical support role.
- Must have stable employment history.
