Technical Support
1 week ago
Job Description
The Technical Support/L1 Support Specialist is responsible for providing first-line technical assistance to end-users, ensuring timely resolution of issues and maintaining a high level of customer satisfaction. You will troubleshoot basic hardware and software problems, log and track incidents, and escalate complex issues to higher-level support teams. This role is crucial in maintaining smooth IT operations and providing excellent customer service.
Responsibilities:
- First-Line Support:
- Respond to user inquiries via phone, email, chat, or ticketing system.
- Troubleshoot and resolve basic hardware, software, and network issues.
- Provide clear and concise instructions to guide users through problem-solving steps.
- Incident Management:
- Log and track all user interactions and issues in the ticketing system.
- Prioritize and manage tickets according to severity and SLAs (Service Level Agreements).
- Escalate complex issues to L2/L3 support teams with detailed information.
- Knowledge Base Management:
- Maintain and update the knowledge base with troubleshooting guides and FAQs.
- Contribute to the creation of documentation for common issues and resolutions.
- Customer Service:
- Provide excellent customer service and maintain a professional demeanor.
- Ensure user satisfaction through effective communication and problem resolution.
- Follow up with users to ensure issues are resolved.
- System Monitoring:
- Monitor system performance and identify potential issues.
- Perform basic system checks and maintenance tasks.
- Adherence to Procedures:
- Follow established IT support procedures and guidelines.
- Adhere to company policies and security protocols.
Qualifications:
- Has at least 3 years of relevant experience in computer hardware, operating systems, applications, and network troubleshooting.
- Amenable to do onsite setup.
- Good communication and interpersonal skills with the ability to work effectively in a matrixed organization.
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