Technical Support Specialist
hace 2 semanas
The Technical Support Specialist role at SuperStaff is a critical position that ensures proper computer operations for end users. As a Technical Support Specialist, you will be responsible for receiving, prioritizing, documenting, and actively resolving end-user help requests. You will need to have a strong understanding of both hardware and software and be willing to learn and apply new technology.
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.
- Provide installation and support for Microsoft PC systems, desktop business applications, antivirus protection, and security implementation.
- 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.
- Basic technical knowledge and skills in installation, setup, maintenance, and troubleshooting of hardware, operating systems, business applications, network connectivity, and security.
Benefits
- Indefinite-term Contract with Full Colombian Benefits.
- Colombia Residents Only
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