IT Help Desk Technician, this dynamic and innovative individual is solution oriented at heart, with experience to back it up. You will be responsible for all aspects of Surge IT Support, Inc., Help Desk Support. We are looking for an individual with 2-3 years of Help Desk or Computer Network experience to provide fast and useful technical expertise and assistance on computer systems. You will answer queries on basic-advance technical issues and offer advice to solve them. The goal is to create value for clients that will help preserve the company’s reputation and business.
Skillset
This Intermediate-level Help desk technician must have:
· Strong interpersonal skills
· Solid technical knowledge
· Confident & Effective communicate skills, able to understand complex problems and explain solutions in simple terms.
· Must be customer-oriented and patient to deal with difficult customers.
Duties
- Serving as the first point of contact for customers seeking technical assistance over the phone or email
- Performing basic-intermediate remote troubleshooting through diagnostic techniques and pertinent questions
- Determining the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Provide some support to entry-level support personnel
- Direct unresolved/complex issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
Requirements
- Experience a help desk technician or other customer support role
- Tech savvy and working knowledge of office automation products, databases and remote control
- Knowledgeable of computer systems, mobile devices and other tech products
- Ability to diagnose and resolve technical issues under pressure
- Proficiency in English
- Excellent communication skills
- Customer-oriented and cool-tempered
- IT Certifications: Cloud management & automation; data center virtualization; network virtualization; digital workspace, desktop and mobility
Benefits
- Hourly position
- Part-time or Full-time
- Computer