The face-to-face IT Support role will be responsible for providing on-site technical support to customer users, resolving software and hardware issues, and answering IT related questions. This role requires strong problem-solving skills, a customer-centric approach, and the ability to communicate technical information clearly to non-technical staff.
Key Responsibilities:
- Provide and maintain exceptional customer service, ensuring timely, efficient, and professional responses to all customer inquiries and issues.
- Install, upgrade, support, and troubleshoot Windows or Mac operating systems and applications, such as Microsoft Office or other authorized desktop software.
- Diagnose and repair hardware issues on computers or facilitate the warranty process as needed.
- Utilize technical expertise to support corporate-issued desktop, laptop, and mobile devices, as well as network, email, and other related services.
- Offer ideas and solutions to prevent recurring issues that impact client computing support and overall employee productivity.
- Collaborate closely with remote IT teams to ensure system functionality and adherence to processes.
Qualifications:
- Diploma in computer science, Information Systems, or a related field.
- Minimum of 3 years of experience in IT support, particularly in deskside support roles, troubleshooting various PC software and hardware issues.
- In-depth knowledge of PC hardware, operating systems (Windows, macOS), software applications, and a basic understanding of IT infrastructure (network services, VPN, etc.).
- Exceptional troubleshooting and problem-solving abilities.
- Strong communication skills, with the capacity to explain technical concepts to non-technical users.
- Microsoft, Mac, or other relevant certifications are a plus.
