Technical Support Specialist

• Troubleshooting and problem resolution Provide timely technical support and assistance to users via phone, email, chat, or in person.
• Diagnose and resolve hardware and software faults, including issues with operating systems, applications, and network connectivity.
• Walk customers through a series of actions to resolve a problem or, when necessary, assume remote control of a user's computer to fix issues.
• Log, categorize, and prioritize incidents and track tickets until resolution using help desk software.
• System and network maintenance Install, configure, and upgrade computer hardware, software, and peripherals.
• Monitor and maintain computer systems and networks to ensure functionality. Set up accounts and profiles for new users and resolve password issues.
• Assist with regular system audits and implement security protocols, such as firewall maintenance.
• Technical documentation and training Create and maintain technical documentation, such as user manuals and standard operating procedures (SOPs).
• Conduct training sessions or provide guidance to users on new software, hardware, or best practices.
• Update knowledge bases with documented solutions for future reference.
• Collaboration and escalation Collaborate with other IT teams, such as systems administrators or network engineers, to address complex issues. Escalate unresolved problems to higher-level technical staff or third-party vendors as needed.
• Work with development teams to report software bugs and suggest improvements.
• Qualifications and skills Technical skills Proficiency in troubleshooting hardware and software across multiple operating systems, such as Windows, macOS, and Linux.
• Experience with ticketing systems like ServiceNow. Knowledge of network fundamentals, including protocols, hardware, and security.
• Familiarity with cloud-based tools (e.g., Google Workspace, Office 365) and remote desktop applications. Familiarity with system administration tasks, such as managing user accounts in Active Directory.
• Soft skills Problem-solving: Strong analytical and logical thinking skills to diagnose the root cause of issues and devise effective solutions.
• Communication: Excellent verbal and written communication to translate complex technical concepts into understandable terms for non-technical users.
• Customer service: Patience, empathy, and a strong customer-service focus to handle frustrated users and ensure a positive experience.
• Organizational skills: The ability to multitask, prioritize a high volume of requests, and manage projects effectively in a fast-paced environment. Continuous learning: The tech industry is always changing, so an aptitude for learning and adapting to new technologies is essential.
• Hiring for freshers

Job Types: Full-time, Part-time, Permanent

Benefits:

• Work from home