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Technical Support Officer

hace 3 semanas

Bogota, Colombia TheHive A tiempo completo

**JOB PURPOSE**

This role involves diagnosing hardware or software faults and resolving the issues. The incumbent will manage, maintain, and repair IT systems. He/she acts as the first point of contact for users who need technical support. The incumbent will work to resolve issues and escalate unsolved problems to the relevant support teams.

**RESPONSIBILITIES AND DUTIES**
- Maintenance and monitoring of computer networks and systems.
- Logging the queries of customers and employees.
- Analysis of call logs to discover any underlying issues or trends.
- Diagnosing and solving hardware or software faults.
- Testing and evaluating new technology.
- Performing electrical safety checks on the company’s computer equipment.
- Responding to call-outs in a timely fashion.
- Following instructions, either written or in diagram form, to set up a system or fix a fault.
- Identifying hardware and software solutions.
- Troubleshooting technical issues.
- Diagnosing and repairing faults.
- Resolving network issues.
- Installing and configuring hardware and software.
- Speaking to customers to quickly get to the root of their problem.
- Providing timely and accurate customer feedback.
- Talking customers through a series of actions to resolve a problem.
- Following up with clients to ensure the problem is resolved.
- Receive, manage, prioritize, escalate, close and communicate about errands from users and vendors
- Replacing or repairing the necessary parts.
- Providing support in the form of procedural documentation.
- Managing multiple cases at one time.
- Testing and evaluating new technologies.
- Conducting electrical safety checks on equipment.
- Ensure quality in tickets, knowledge articles and self-service
- Quickly identify when issues are more complex and gather appropriate information to triage to more senior instances
- Author, edit and publish quality knowledge base content to improve self-service resources
- Assist with the implementation of agreed remedies and preventative measures
- Provide input and help out to identify areas of improvement that could increase user experience and reduce reported issues
- Identify and suggest how to improve way of working in the support and run processes to serve users more efficiently and better
- Proficiently and consistently resolve basic issues for all supported solutions

**KNOWLEDGE AND SKILLS**
- Writing case notes and error logs
- Hardware & software diagnosis
- Basic knowledge service desk tools
- Knowledge of administration in active directories (e.g. users, computers, security groups and distribution lists)
- Attention to detail and good problem-solving skills.
- Excellent interpersonal skills.

**QUALIFICATIONS AND EXPERIENCE**
- BSc. In Computer Science/Engineering or a related field.
- Preferred graduate degree
- 1-3 years of relevant experience in a customer focused position involving technical knowledge in IT or IT helpdesk functions or in Application support.

**DESIRED ATTRIBUTES AND BEHAVIOURAL COMPETENCIES**
- Collaboration, transparency, safety, and trust
- Good written and verbal communication.
- Ability to communicate well with others
- Initiative
- Flexibility

**Salary**: $3,000,000 - $7,000,000 per month