Job
Description
Responsibilities Engage with end-users to deliver effective technical support and issue resolution. Diagnose and troubleshoot hardware, software, network, and application problems. Guide users through step-by-step solutions and provide clear instructions. Escalate complex issues to higher-level support, maintaining ownership until resolution. Collaborate with cross-functional teams for prompt issue resolution and effective communication. Document interactions and solutions in the help desk ticketing system for reference and knowledge base enrichment. Continuously improve support processes and stay updated with technology trends. Profile Proven Help Desk Technician experience with focus on live chat or telephone remote support. At least 3 years of technical support experience. Passion for excellent customer service and helping users. Excellent written communication skills for explaining complex technical concepts simply. Proficiency in live chat tools and help desk ticketing systems. Solid understanding of hardware, software, networking, and operating systems. Proficiency in Office 365, Windows, macOS, and Exchange Online troubleshooting. Experience with Azure and Intune a plus Thrives in fast-paced environment, handling multiple chat sessions. Strong problem-solving skills, thinking critically under pressure. Exceptional time management, prioritizing tasks effectively. Patience, empathy, and positive attitude with end-users. Basic knowledge of remote desktop tools and techniques. Skill Set Live Chat and phone Support Experience Troubleshooting and Issue Resolution Customer Service Excellence Proficiency in Windows, macOS, and Exchange Online Troubleshooting Technical Knowledge (hardware, software, networking) Communication Skills (written and verbal) Help Desk Ticketing Systems Problem Solving and Critical Thinking Multitasking and Time Management Patience and Empathy Remote Desktop Tools Collaboration and Teamwork Skills: networking,live chat,troubleshooting,communication skills (written and verbal),multitasking and time management,collaboration and teamwork,technical knowledge (hardware, software, networking),help desk ticketing systems,phone support,office 365,hardware,multitasking,network,problem solving and critical thinking,windows,live chat and phone support experience,customer service excellence,exchange online,remote desktop tools,proficiency in windows, macos, and exchange online troubleshooting,live chat tools,patience and empathy,intune,issue resolution,troubleshooting and issue resolution,time management,exchange online troubleshooting,macos Show more Show less
