Position Summary: As an IT Specialist, you will be responsible for providing technical assistance and support to end-users regarding computer systems, hardware, software, and common network-related issues.
The IT Specialist will play a crucial role in ensuring the smooth operation of computer systems and resolving technical problems promptly and effectively.
The primary objective will be to deliver excellent customer service and technical support to end-users, enabling them to utilize technology efficiently.
Responsibilities: Technical Support: Respond to and resolve incoming support requests from end-users via our ticketing system.
Troubleshoot and diagnose hardware, software, and common network issues to identify the root cause.
Problem Solving: Analyze and resolve technical problems by providing step-by-step instructions, guidance, or workarounds to end-users.
Escalate complex issues to higher support teams when necessary.
User Assistance: Assist end-users with basic software installations, upgrades, and configurations.
Provide guidance on the proper use of software applications, operating systems, and peripheral devices.
Documentation and Knowledge Base: Create and maintain accurate documentation of support requests, troubleshooting steps, and solutions.
Contribute to the knowledge base by identifying recurring issues and documenting resolutions.
Incident Management: Record and track all support incidents using a ticketing system, ensuring proper categorization, prioritization, and timely resolution.
Monitor and follow up on open tickets to ensure timely closure and customer satisfaction.
Remote Support: Utilize remote support tools to troubleshoot and resolve issues for off-site or remote users when required.
Hardware Maintenance: Assist with hardware inventory management, including the setup, deployment, and disposal of computer systems, peripherals, and mobile devices.
Coordinate repairs and maintenance activities with vendors as needed.
Continuous Learning: Stay updated with the latest trends and technologies in IT support.
Participate in training sessions, workshops, or certifications to enhance technical skills and knowledge.
Required Skills/Abilities: Bachelor's degree in computer science, Information Technology, Telecommunications, Electronics & Electricals, or any other related field.
Excellent communication and collaboration skills to work effectively with technical and non-technical stakeholders.
Strong problem-solving and analytical skills.
An excellent analytical mind.
Attention to detail and organization.
BPO Industry knowledge to better understand the specific needs of customers.
Proficiency in English.
Education and Experience: An IT Specialist must have knowledge of Computer Science, Information Technology, Telecommunications, Electronics & Electricals, or any other related field.
6+ months of experience in similar roles or related fields.
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