Help Desk

Description

We are seeking a dedicated and skilled Help Desk / Technical Support Engineer to join our dynamic team. The ideal candidate will possess a strong background in IT support, with a focus on providing exceptional customer service and resolving technical issues efficiently. You will be responsible for assisting end-users with a variety of technology-related queries, including hardware, software, and network problems. Strong communication skills, both verbal and written, are essential, as you will need to convey technical information clearly and effectively to non-technical users. A solid understanding of operating systems, troubleshooting methodologies, and various software applications is crucial. In addition, you will have the opportunity to work in a collaborative environment, continuously developing your technical expertise and contributing to our commitment to delivering high-quality support. If you are passionate about technology and enjoy helping others, we encourage you to apply for this exciting opportunity.

Responsibility & Scope

• Provide first-line technical support and troubleshooting for hardware and software issues via phone, email, and chat. - Diagnose and resolve technical problems related to computer systems, networks, and applications efficiently. - Assist users with setup, configuration, and optimization of computer systems and software applications. - Record and track support requests using ticketing systems, ensuring that all issues are documented and followed up in a timely manner. - Collaborate with cross-functional teams to identify and resolve complex technical issues and improve overall user experience. - Create and maintain technical documentation, user manuals, and knowledge base articles for both end-users and support staff. - Perform routine maintenance and upgrades on computer systems and relevant peripherals to ensure optimal performance. - Educate and train users on best practices for software and hardware use, cybersecurity, and system upgrades. - Monitor system performance and network traffic, identifying areas for improvement and reporting issues to management. - Stay updated with the latest technology trends, tools, and best practices to enhance support strategies. - Provide feedback to management on recurring issues to assist with long-term solutions and process improvements.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience - Proven experience in a technical support role, preferably in a help desk environment - Proficiency with operating systems (Windows, macOS) and common software applications - Strong understanding of hardware components, networking concepts, and troubleshooting techniques - Excellent problem-solving skills and the ability to diagnose technical issues quickly - Familiarity with ticketing systems and remote support tools - Ability to communicate technical information clearly to non-technical users - Strong customer service orientation and ability to handle difficult situations with professionalism - Experience with common IT infrastructures, including servers and cloud solutions (e.g., AWS, Azure) - Willingness to learn new technologies and develop skills in various software and hardware environments - Ability to work independently and as part of a team in a fast-paced environment - Strong organizational skills and attention to detail - Availability to work flexible hours, including weekends and on-call support if needed