XYZ
Description
The Technical Support Specialist provides assistance and troubleshooting for hardware, software, and network issues. This role serves as the first point of contact for end-users, ensuring timely resolution of technical problems, maintaining high customer satisfaction, and supporting the overall IT infrastructure.
Duties and Responsibilities
- Provide first-level technical support via phone, email, or chat.
- Diagnose and resolve hardware, software, and networking issues.
- Install, configure, and update operating systems and applications.
- Document support cases and maintain accurate issue-tracking records.
- Escalate complex issues to higher-level support or engineering teams when necessary.
- Assist with user account management, password resets, and access permissions.
- Educate end-users on best practices for IT systems and security.
- Ensure timely follow-up and customer satisfaction on all support requests.
Minimum Qualifications
- Associate or Bachelor’s degree in Computer Science, Information Technology, or related field.
- 1–3 years of experience in technical support or IT helpdesk role.
- Knowledge of Windows, macOS, and mobile device platforms.
- Familiarity with networking fundamentals (TCP/IP, DNS, VPN, firewalls).
- Strong problem-solving, communication, and customer service skills.
- Ability to manage multiple tasks in a fast-paced environment.
Preferred Qualifications
- CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator certification.
- Experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk).
- Familiarity with remote desktop support tools.
- Background in Active Directory, Office 365, and cloud-based systems.
- Bilingual communication skills.