Technical Assistance Expert

1 week ago

Quezon City, National Capital Region, Philippines Sourcefit DR Full time

Position Overview:

We are seeking an experienced Technical Assistance Expert to join our team at Sourcefit DR. This individual will be responsible for providing fast and efficient technical support to our clients, ensuring their computer systems run smoothly and without interruption.

Main Responsibilities:

  • Serve as the primary point of contact for clients requiring technical support over the phone or email.
  • Conduct remote troubleshooting using diagnostic techniques and relevant questions.
  • Determine the most effective solution based on the issue and client details.
  • Guide clients through the problem-solving process.
  • Redirect unresolved issues to the next level of support personnel.
  • Provide accurate information on IT products or services.
  • Record events and problems, along with their resolution, in logs.
  • Follow up and update client status and information.

Essential Skills:

  • A high school diploma or equivalent Previous experience in a similar customer service or technical support role is beneficial, but not always mandatory, as some companies may provide on-the-job training.
  • Strong knowledge of computer hardware, operating systems (such as Windows or macOS), and common software applications.
  • Familiarity with troubleshooting common computer issues, including network connectivity problems, software installation and configuration, printer issues, and basic hardware repairs.
  • Understanding of computer networks, including TCP/IP, DNS, DHCP, and basic network troubleshooting.
  • Basic knowledge of Active Directory or similar user management systems.
  • Excellent communication skills, both verbal and written, to interact with end-users in a professional and courteous manner.
  • Strong problem-solving skills to identify, analyze, and resolve technical issues.

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