Senior IT Support

We are seeking skilled Technical Support Specialists and Helpdesk Technicians to provide exceptional IT support and troubleshooting for software, hardware, and network-related issues. The role involves diagnosing problems, configuring systems, maintaining IT assets, and ensuring seamless user experiences. Ideal candidates will have strong technical expertise, excellent communication skills, and a customer-focused approach.

Role & Responsibilities

Technical Support Specialist:

• Diagnose and resolve software and hardware issues for both internal and external users.
• Assist with setup, configuration, and ongoing maintenance of IT systems.
• Collaborate with cross-functional teams to troubleshoot network and application-related problems.
• Maintain a detailed log of customer interactions and resolutions within the ticketing system.
• Provide users with guidance on utilizing new software, tools, and technologies.

Helpdesk Technician:

• Act as the first point of contact for technical support inquiries.
• Analyze and address user issues through phone, email, or chat, delivering quick resolutions.
• Escalate unresolved issues to the appropriate teams and ensure follow-up.
• Manage and update IT assets, including user accounts and permissions.
• Adhere to SLAs and maintain high standards of customer satisfaction.

Preferred Candidate Profile

• Bachelor's degree in Computer Science, IT, or a related field.
• Proven experience in technical support or helpdesk roles.
• Strong troubleshooting skills across Windows, macOS, and Linux systems.
• Knowledge of networking basics such as TCP/IP, DNS, and VPN configurations.
• Proficiency in remote desktop tools, ITIL frameworks, and ticketing systems like Jira or ServiceNow.
• Excellent communication and interpersonal skills for interaction with users at all levels.
• Ability to prioritize tasks and work effectively in a fast-paced environment.