Job Order Detail

Description

Key Responsibilities:
Serve as the initial point of contact for clients seeking technical assistance via phone, email, or in person.
Diagnose and resolve issues related to Microsoft applications, computer systems, mobile devices, and other tech products.
Provide clear and effective communication to clients, guiding them through problem-solving processes.
Escalate unresolved issues to higher-level support personnel and ensure proper handoff.
Accurately document incidents, problems, and resolutions within the ticketing system.
Monitor ticket status, provide timely updates to clients, and ensure issues are resolved to their satisfaction.
Identify recurring issues and collaborate with the team to develop and implement solutions.
Relay client feedback, suggestions, and insights to the appropriate internal teams to improve processes and services.
Continuously seek out opportunities to improve IT support procedures and enhance the overall client experience.
Qualifications:
    Educational Background:
Associate's or Bachelor's Degree in Information Technology, Computer Science, or a related field is preferred.
Relevant certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or ITIL Foundation are highly desirable.
    Experience:
Proven experience as a Help Desk Technician, IT Support Specialist, or in a similar customer support role.
Hands-on experience with Microsoft operating systems, Office Suite, and troubleshooting common software and hardware issues.
Familiarity with network environments, including basic networking concepts and troubleshooting.
    Technical Skills:
Strong understanding of computer systems, mobile devices, and other tech products.
Ability to diagnose and resolve basic to intermediate technical issues effectively.
Proficiency in remote desktop support tools and ticketing systems.
Soft Skills:
Excellent communication and interpersonal skills, with the ability to explain technical concepts