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Technical Support Specialist
hace 1 mes
Technical Support Specialist
Contractor - Fully remote position
The Technical Support Specialist will be the initial point of contact for providing technical assistance to end-users who require help with their computer hardware or software. This may involve resolving technical issues, answering tickets, or fulfilling service requests. The Technical Support Specialist will also assist with user rights, passwords, user accounts, and basic-level security administration.
Core Functions:
- Identify and diagnose technical issues and problems
- Advise users on actions to take
- Categorize and record reported queries
- Follow documented scripts for troubleshooting incidents or fulfilling requests
- Route queries to the corresponding queues depending on the category
- Escalate unresolved queries
- Keep track of the tickets under its ownership from the register to the closure
- Inform users about progress on the ticket resolution
- Ensure that information for categories, queues, approval workflows, and work instructions are up to date and notify the responsible of any needed update when detected
- Clarify the request with the user when it is unclear or has doubts, and do not assume any information or start attending to the request with incomplete information
Skills Required:
- ENGLISH IS A MUST
- Help Desk experience
- Teamwork
- ITIL knowledge or experience
- Infrastructure experience (VPN, Citrix, Microsoft, Windows, Power BI, Office)
- Remedy or ServiceNow desirable
Job Type: Contract
Experience:
- Service Desk: 1 year (Required)
- IT Infrastructure Support: 1 year (Required)
Language:
- English (Required)
