Technical Support Technician Jobs

We are seeking a dedicated and customer-oriented Technical Support Technician to join our team. In this role, you will be responsible for providing prompt and effective technical assistance to our clients, resolving their hardware and software issues, and ensuring their satisfaction with our products and services. You will utilize your technical expertise, problem-solving skills, and excellent communication abilities to deliver top-notch technical support.

Responsibilities:

• ·Escalation management: Identify and escalate complex technical issues to senior technicians or appropriate teams, ensuring timely and effective resolution.
• ·Incident documentation: Accurately document all customer interactions, issues, and resolutions in our ticketing system to facilitate knowledge sharing and maintain comprehensive customer records.
• ·Customer relationship management: Maintain a positive and professional relationship with customers, ensuring their satisfaction with our services and solutions.
• ·Remote support: Utilize remote access tools to troubleshoot and resolve customer issues efficiently, ensuring minimal disruption to their operations.
• ·Knowledge base development: Contribute to the creation and maintenance of technical support documentation, including FAQs, troubleshooting guides, and knowledge base articles.
• Technical assistance: Respond to customer inquiries via phone, email, or chat and provide prompt and accurate technical support, troubleshooting, and problem resolution.
• ·Hardware and software troubleshooting: Diagnose and resolve hardware, software, and network issues for desktops, laptops, printers, mobile devices, and other peripherals.
• ·Collaboration: Work closely with cross-functional teams, including developers, engineers, and quality assurance, to provide customer feedback and contribute to product improvement.
• ·Continuous learning: Stay updated on the latest industry trends, products, and technologies through self-study, training programs, and certifications to enhance technical skills and knowledge.

Requirements:

·Experience: Proven experience as a Technical Support Technician or similar role, with a strong understanding of computer hardware, software, networking, and operating systems.

·Technical skills: Proficiency in diagnosing and resolving hardware and software issues on various platforms, including Windows, macOS, Linux, and mobile operating systems.

·Customer service orientation: Excellent customer service and interpersonal skills with the ability to communicate technical information to non-technical users effectively.

·Problem-solving skills: Strong analytical and problem-solving abilities to diagnose and troubleshoot technical issues independently or collaboratively.

·Communication skills: Exceptional verbal and written communication skills, with the ability to explain technical concepts in a clear and concise manner.

·Time management: Ability to prioritize and manage multiple tasks effectively, meeting deadlines and maintaining attention to detail.

·Adaptability: Willingness to learn new technologies and adapt quickly to changes in a dynamic and fast-paced environment.

·Certifications: Relevant certifications such as CompTIA A+, Microsoft Certified Solutions Associate (MCSA), or Azure Administrator or Azure

Fundamentals certification. Candidate must provide a solid understanding of Microsoft Server and core Azure services, security, privacy, compliance, and pricing.

Education: High school diploma or equivalent required; additional technical certifications or associate& degree in a related field is preferred.