Description

You will provide technical support and incident resolution for hardware, software, and network connectivity issues.

Responsibilities

• Diagnose and resolve issues involving hardware, software, peripheral devices, and LAN/WAN connectivity.
• Log, track, and escalate incidents using ticketing tools to ensure adherence to SLAs and SLOs.
• Communicate technical solutions to non-technical customers using clear, accessible language.
• Classify technical issues accurately within tracking software to support root cause analysis.
• Escalate complex problems to senior analysts or appropriate functional support groups in a timely manner.

Required Skills

• 1-3 years of technical support and customer service experience.
• Hands-on experience with Service Now, Five9, or QLS.
• Ability to troubleshoot PC operating systems, networking architecture, and hardware configurations.
• Proficiency with MS Office Suite and internet browsers.
• Strong analytical and problem-solving skills for resolving complex technical issues.
• Ability to write clear, concise problem descriptions and documentation.
• Knowledge of Help Desk best practices and incident management procedures.
• Basic understanding of data and voice network components.

Preferred Skills

• Knowledge Management experience.
• Certification from an appropriate Help Desk Institute.

Key Skills

Education

Any Gradute