IT Technical Support

Role & responsibilities

Job Description :

• Provides comprehensive remote support across major operating systems -
• Chrome OS, Mac OS, Windows, Linux by utilizing readily available basic OS troubleshooting techniques.
• Follows documented procedures for issues presented and escalates further if need be.
• Delivers support for G suite applications, covering installation and basic usage -
• When necessary, escalates issues to the SMEs / Leads for resolution.
• Employs advanced troubleshooting techniques to diagnose and resolve problems efficiently.
• Assists users with access and account-related issues, following defined and documented guidelines, policies, and procedures to ensure accurate and consistent support.
• Regularly and actively participates in technical training sessions to stay up to date with the latest tools and processes, leveraging knowledge base (KB) resources to enhance issue resolution
• Proactively identifies recurring or unique user issues, providing valuable feedback for continuous improvement of support processes and troubleshooting techniques.
• Communicate effectively with non-technical users to explain solutions in an understandable manner.

Must Have Skills :

• Degree Certificate (Any, but should have good written and verbal communication skills
• 0 - 1 years of Customer Service experience
• Excellent communication skills, should be able to hold a conversation
• Basic troubleshooting and should be able to comprehend the issues presented
• Ability to deal professionally as well as ability to learn new products and technologies
• Good customer service skills, multitasking and documentation skills
• Ability to adjust quickly to the changing priorities and implement the same per business requirements
• Basic knowledge on IT systems

Knowledge, Skills and Abilities :

• Ability to analyze and solve technical problems by investigating potential solutions using troubleshooting skills
• Good Analytical & Cognitive skills

Required Skills & Qualifications:

• Education: Any degree, with strong written and verbal communication skills.
• Experience: 01 year in customer service.
• Communication & Customer Handling: Excellent communication skills with the ability to engage in conversations, comprehend issues, and provide professional support. Strong customer service, multitasking, and documentation skills.
• Technical & Analytical Skills: Basic troubleshooting and IT systems knowledge, with the ability to analyze and resolve technical issues effectively. Good analytical and cognitive skills.
• Adaptability & Learning: Quick to adjust to changing priorities and business requirements. Ability to learn and adapt to new products and technologies efficiently.

Wishing you all the best!!!