Job Description
Job Description
Responsibilities Include :
- Be available and visible in the Technical Support Center (TSC) to assist customers needing technical help.
- Answer customer inquiries via phone, chat, email, and e-support cases.
- Document call details and create service requests in the call tracking system.
- Ensure proper categorization and routing of calls, following escalation procedures when necessary.
- Troubleshoot issues using the knowledge database and conduct additional research as needed.
- Document problem symptoms and resolution steps in knowledge articles.
- Share new knowledge articles, standard operating procedures (SOPs), and procedures with teammates and stakeholders.
- Understand the basic operation of commonly used applications and hardware.
- Enforce information security and computer systems policies.
- Provide end-user training on system logins, printing, and MS Office applications.
- Collaborate with other IT teams on project assignments and problem escalation.
- Create technical documentation for training, best practices, software usage, and hardware utilization.
- Perform user administration tasks (e.g., Active Directory, Exchange, Office 365, in-house apps).
- Participate in software distribution and ongoing upgrade initiatives.
- Contribute to internal team projects and deliver within committed timeframes.
- Support both in-office and remote users.
Educational Requirements & Experience :
- Experience equivalent to an associate degree in computer information systems.
- Basic knowledge of current Windows OS and MS Office applications.
- Basic troubleshooting skills with client workstations.
- Familiarity with smartphone and tablet support is preferred.
- Knowledge of Apple / Mac is highly desirable.
- Experience with corporate-level help desk and call tracking software is strongly preferred
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