Technical Support Specialist
hace 2 días
In this role, you will be solving IT problems, which may involve using diagnostics and help request tracking tools. You may also be required to provide hands-on help at the desktop or laptop level. Additionally, you will collaborate with the IT Infrastructure Administrator/Engineer on network changes and improvements.
As the primary point of contact for incoming issues, you will triage and prioritize them, making sure to provide the necessary support to resolve them efficiently. You will also maintain documentation for troubleshooting resolutions and participate in ongoing training to obtain required certifications.
**Duties and Responsibilities**:
- Receive incoming reports of issues and create tickets accordingly.
- Identify, diagnose, and resolve IT problems.
- Create and maintain documentation for troubleshooting resolutions.
- Participate in ongoing training for certifications.
- Maintain standards for support quality, ticket resolution time, and productivity metrics.
- Assist in network configuration changes as required.
- Provide technical support for both Makati and Pampanga sites.
**Requirements**:
**Experience**:
- 1-2 years of experience in a technical support role.
- Experience troubleshooting Microsoft's currently supported client operating systems.
- Experience troubleshooting desktop and laptop systems hardware.
- Experience using a knowledge base or other resources for troubleshooting.
- Experience with RMM tools like Atera, Ninja, ConnectWise, etc. is a plus.
- Exposure to any IT Infrastructure setup is a plus.
**Skills Needed**:
- Effective communication skills, both verbal and written.
- Excellent customer service and phone skills.
**Benefits**:
- Indefinite-term Contract with Full Colombian Benefits.
- Colombia Residents Only
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