Technical Support Technician

About the Role:

We are looking for a hard-working, flexible, and talented individual to provide basic to high-level end-user support to our colleagues. The Technical Support Technician plays a pivotal role in delivering technical assistance and solutions to our customers, ensuring the seamless operation of their hardware, software, and network systems. This role combines problem-solving skills with excellent customer service to address and resolve technical issues effectively.

Responsibilities:

●      Responding promptly and professionally to customer inquiries via various communication channels.

●      Diagnosing and troubleshooting technical issues related to hardware, software, and network systems.

●      Providing step-by-step guidance to customers in resolving technical problems.

●      Collaborating with senior technicians and relevant departments to escalate complex issues.

●      Installing, configuring, and maintaining software, hardware, and operating systems.

●      Offering remote support to customers during setup, installation, and configuration processes.

●      Documenting customer interactions, including issues and solutions, accurately.

●      Contributing to the creation and maintenance of a knowledge base for common issues.

●      Sharing knowledge and collaborating with colleagues to improve overall team performance.

●      Communicated customer feedback and suggested improvements to internal teams.

●      Location: Shadabad Warehouse

Requirements:

●      An Associate’s degree or higher in Information Technology, Computer Science, or related field (preferred).

●      Proven experience as a Technical Support Technician or Helpdesk role.

●      Proficiency in operating systems (Windows, macOS, Linux) and software applications.

●      Basic understanding of networking concepts, protocols, and troubleshooting.

●      Familiarity with hardware components and peripherals.

●      Exceptional verbal and written communication skills for effective customer interaction.

●      Strong analytical abilities to diagnose and systematically address technical problems.

●      Customer-centric approach with patience and empathy for various customer backgrounds.

●      Efficient time management skills for multitasking and prioritizing tasks.

●      Flexibility to adapt to changing schedules and work collaboratively within a team.

●      Certifications such as CompTIA A+, Network+ or Microsoft Certified Professional (MCP), and Cisco CCNA are advantageous.