Description

You will provide technical support to employees by diagnosing and resolving hardware and software issues.

This role is on-site.

Responsibilities

• Diagnose and resolve technical issues through chat, telephone, email, and Slack.
• Manage call records, logs, and resolution details using ServiceNow.
• Escalate unresolved issues to second and third-level support specialists.
• Perform problem isolation and resolution for critical systems to minimize downtime.
• Document technical solutions and provide knowledge transfer to other technicians.

Required Skills

• 5+ years of experience in technical support roles.
• Proficiency with ServiceNow case management.
• Installation, configuration, and support of PC, Mac, Telephony, Mobile, and Voice & Video software.
• Troubleshooting Windows 11, MacOS, iOS, Android, and MS Office 365.
• Ability to perform User Acceptance testing following strict workflow processes.
• Strong technical writing and documentation skills.
• Ability to explain technical concepts to non-technical users.
• Capacity to read and interpret technical manuals, procedural documentation, and OEM guides.
• Excellent verbal and written communication skills in English.

Preferred Skills

• Experience managing difficult or volatile customer situations.

Key Skills

Education

Any Graduate