Technical Support Specialist
2 weeks ago
We are seeking a skilled Technical Support Specialist to join our organization.
Key Responsibilities:
- Provide expert-level technical support to customers across various technology streams.
- Respond to and resolve incidents and service requests within agreed service level agreements, and follow established breach reporting processes for any failed SLAs.
- Maintain data integrity within the configuration management database by performing asset refresh, relocation, deployment, and decommissioning tasks.
- Perform maintenance and housekeeping of customers' physical infrastructure, including desktop equipment, peripherals, telephony, print devices, and audio-visual equipment.
Requirements:
- Experience troubleshooting and maintaining PCs in a Windows environment.
- Experience with end-user technology support, including the Windows family of operating systems, with XP and Windows 7 experience being advantageous.
- Strong customer-focused approach.
- Proven experience with desktop management tools.
- Proven experience in desktop, laptop, smart device, and printer troubleshooting.
- Proven experience in troubleshooting software conflicts and performance issues.
- Proven experience using desktop diagnostic tools and incident management tools.
- Experience in problem management as leveraged by a desktop team.
- Basic knowledge of ITIL framework principles.
- Tertiary qualification in IT or equivalent certification in the technology industry.
Our organization offers a dynamic work environment that values diversity, equity, and inclusion. We strive to create an inclusive workplace where employees feel valued and empowered to bring their full selves to work.
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