Tech Support Level 2

$250 - 350 / Per Month
Full Time
Aug 10, 2021

Job Overview

Responsibilities of the role:

  • Handle incoming support requests from end users via both telephone, email or chat in a prompt and courteous manner

  • Prioritise, schedule and escalate issues (when required) to the appropriate experienced technician

  • Record, track and document helpdesk requests and problem-solving process, including all successful/unsuccessful decisions made and actions taken through to final resolution

  • Perform hands-on fixes at desktop level, including installing and upgrading software, implementation of file backups, configuring systems and applications

  • Perform preventative maintenance, including checking and data cleansing of workstations, printers and peripherals

  • Install, configure, test, maintain, monitor and troubleshoot end-user workstation hardware, networked peripheral devices and networking hardware products

  • Develop and maintain an inventory of all IT assets including monitors, hard drives, modems, printers, scanners and other peripheral equipment.

Required skills and qualifications:

  • Degree in BS in information technology or related

  • At least 2 years of relevant work experience in a customer service or helpdesk environment

  • Strong background in networking, software and hardware

  • Knowledge in Windows Server and Active Directory

  • Proficient in MS Office

  • Proficient in a ticketing system

  • Tech savvy

  • High attention to detail

  • Ability to work independently

  • Able to think logically and analytically in a problem-solving environment

  • Self-motivated and with a strong sense of accountability

  • Excellent verbal and written English communication skills.

Skills Required

  • Speaking
  • Writing
  • Technical Writing
  • Customer Support
  • Phone Support
  • Tech Support

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