We are looking for an experienced IT Help Desk Technician to add to our existing team, providing excellent technical support to our customers. You will be responsible for being the first line of support on technical issues and be able provide solutions to resolve them. An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution to the end user. We are looking for candidates who are both technically capable, highly customer oriented, and can integrate with a well-established team environment.
An ideal candidate will have both the skills and patience to deal with difficult customers and diffuse a bad situation if need be.
Responsibilities:
Serve as the first point of contact for customers seeking technical assistance via phone or email
Perform remote troubleshooting using remote monitoring and management tools
Determine the best solution based on the issue and details provided by customers
Walk the customer through the problem-solving process
Direct unresolved issues to the next level of support personnel
Provide accurate information on IT products or services
Record events and problems and their resolution in logs with daily reports of everyday activities
Follow-up and update customer status and information
Pass on any feedback or suggestions by customers to the appropriate internal team
Identify and suggest possible improvements in procedures
Requirements:
Proven experience as a help desk technician or other customer support role
Working knowledge of Office 365 products, Windows 7, Windows 10, and Mac OSx
Good understanding of computer hardware
Ability to diagnose and resolve basic technical issues on networking
Proficiency in English
Excellent communication skills
Customer-oriented and cool-tempered
Nice to Have:
Basic Server Knowledge Cisco Networking, Rukus,
Basic Understanding of Hyper-V and/or VMware ESXi
Basic Linux Knowledge
Additional Certifications
