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IT Support 1
hace 2 horas
General Purpose Answer incoming calls, gather information to create support tickets in our ticketing system, escalate tickets to support teams, troubleshoot and solve IT-related issues, respond to inquiries, and ensure that end-users can work smoothly with their technology tools. Essential Duties • Provide first-level technical support to end-users via phone, email, or chat, ensuring prompt and courteous assistance during After Hour times. • Log and track all support requests in a helpdesk ticketing system, maintaining accurate and up-todate records of issues and resolutions. • Install, and update software applications, and hardware peripherals. • Troubleshoot network connectivity issues, assisting with VPN access, Wi-Fi problems, and basic network-related inquiries. • Educate end-users on best practices and self-help procedures, helping them resolve common IT problems independently. • Escalate complex or unresolved issues to dedicated support teams, ensuring timely and accurate handoff. • Assist in maintaining and updating IT documentation, knowledge base articles, and standard operating procedures. • Collaborate with other IT support staff to identify recurring issues and propose solutions for continuous improvement. Supervisory Requirements Qualification Education and/or Experience • High school diploma or equivalent; a relevant IT certification or degree is a plus. • Proven experience in a customer-facing technical support role or relevant internship experience. • Strong understanding of common desktop operating systems (Windows, macOS) and office productivity software (Microsoft Office, Google Workspace). • Basic knowledge of computer hardware components, printers, and mobile devices. • Excellent communication and customer service skills, with a patient and empathetic approach to problem-solving. • Ability to work independently and collaboratively in a fastpaced environment. • A strong commitment to maintaining confidentiality and data security.
