IT Support Specialist

Responsibilities/Job Duties: End-user Support: Provide technical support to perform troubleshooting for hardware issues of desktop/laptop users, network printers, Ethernet, Wi-Fi connections and computer administration. Serve as the first point of contact for customers seeking technical assistance over the phone or email Perform remote troubleshooting through diagnostic techniques and pertinent questions Determine the best solution based on the issue and details provided by customers Direct unresolved issues to the next level of support personnel Asset Management: Maintain equipment and records of inventory maintenance, recycle and reporting Communication: Clearly communicate with managers, co-workers and end users to ensure the understanding of the proper use of technology and any troubleshooting that may be needed Record events and problems and their resolution in logs Follow-up and update customer status and information Infrastructure Support: Maintain SLA compliance, identify common issues and make recommendations so that systems can function in a faster, dependable, and more secure manner by use of help desk to gather tickets raised by end users for problems by monitoring and tracking them Pass on any feedback or suggestions by customers to the appropriate internal team Identify and suggest possible improvements on procedures Qualifications: Proven experience as ahelp desk technicianor other customer support role Tech savvy with working knowledge of office automation products, databases and remote control Good understanding of computer systems, mobile devices and other tech products Ability to diagnose and resolve basic technical issues Proficiency in English Strong customer service and communication (written and verbal) skills Customer-oriented and cool-tempered Degree in IT, Computer Science or relevant field Experience working with a Helpdesk ticketing system

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