Summary
The Technical Support Specialist / Technician is responsible for diagnosing and resolving desktop and notebook technical issues, identifying root causes, and ensuring timely and effective customer support. The role involves supporting customers onsite, remotely, or via phone while maintaining accurate records within the internal CRM system to ensure smooth workflow and customer satisfaction.
Key Responsibilities
- Diagnose and troubleshoot desktop and notebook hardware issues in depth.
- Identify root causes and isolate technical problems efficiently.
- Determine defective spare parts when required.
- Create and update cases and forms within the internal CRM system and follow the full workflow cycle.
- Provide regular updates to customers regarding the status of their cases.
- Deliver technical support to customers onsite, remotely, over the phone, or as outsourced support staff.
- Ensure timely resolution of assigned tasks while maintaining service quality standards.
Requirements
Education:
Experience
- 02 years of experience in technical support or a related field.
Technical Skills
- Strong desktop and notebook hardware diagnostic skills (mandatory).
- Basic network troubleshooting knowledge (mandatory).
- Proficiency in Microsoft Office applications (Outlook, Word, Excel) is required.
Soft Skills
- Good command of English (written and spoken).
