As an IT Helpdesk Technician, duties include answering queries on basic technical issues and offering advice to solve them. It is also required to be customer-oriented and patient to deal with difficult customers and time sensitive situations.
The goal is to create value for clients that will help preserve the company’s reputation and business.
Responsibilities
· 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
· 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 within a ticketing software.
· 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
Requirements
· Tech savvy with working knowledge of remote support, basic networking, and hardware issues
· Good understanding of computer systems, mobile devices and other tech products
· Ability to diagnose and resolve basic technical issues over phone or email.
· Excellent communication skills
· Customer-oriented
· Degree in progress or obtained in IT, Computer Science or relevant field (CompTIA A+ is preferred) Resumes can be e-mailed to ltham@familycarepartners.com for consdieration.