As part of our dynamic technical support team, you will collaborate with experienced colleagues to respond to IT incidents reported by customers, ensuring timely and effective solutions to their technical issues. This is a customer-facing role, where you will be at the forefront of maintaining and enhancing customer satisfaction through excellent communication and problem-solving skills. No two days will be the same, as you will encounter a variety of IT challenges, ranging from simple fixes to more complex technical issues.
You will thrive in our fast-paced and busy IT support desk environment, making it an ideal opportunity for individuals eager to begin their careers in IT. You will play a crucial role in diagnosing and resolving incidents related to software, hardware, network infrastructure, and cloud technologies. In addition to troubleshooting, you will be responsible for documenting solutions, escalating issues where necessary, and ensuring a smooth experience for our customers.
Key Responsibilities:
- Respond to customer-reported IT incidents via phone, email, or support tickets.
- Troubleshoot and resolve issues related to software, hardware, network, and cloud systems.
- Work alongside internal teams to escalate and resolve complex issues.
- Provide clear, empathetic communication and technical guidance to non-technical customers.
- Document technical issues and solutions in a ticketing system.
- Continuously improve your technical knowledge and skills through on-the-job learning.
- Contribute to the overall improvement of IT support processes and customer service quality.
