Job Description

Your role:

• 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
• Perform hands on trouble shooting on PCs and laptops
• Install end user equipment
• Troubleshoot network issues
• 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 team
• Identify and suggest possible improvements on procedures

What you’ve got:

• 1-5 years’ experience in a technical support role
• Help desk experience
• PC experience
• Windows experience
• Technical college, certifications

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