Technical Support Technician (Night Shift)

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 collogues. 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.
• The working hours is the night shift.

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.