Job Summary :
The Technical Support Specialist provides enterprise‑level technical assistance by researching, diagnosing, and resolving hardware and software issues. This role involves taking full ownership of customer‑reported problems, identifying root causes through targeted questioning, and guiding users through step‑by‑step solutions via phone, email, or chat. The specialist tracks issues through resolution within agreed service levels, follows established procedures, and escalates complex cases to appropriate teams when necessary, ensuring timely resolution and high customer satisfaction.
Job Description :
- Research, diagnose, troubleshoot, and implement effective solutions to resolve a wide range of hardware and software issues.
- Take full ownership of customer‑reported technical issues, ensuring they are managed efficiently from initial reporting through to final resolution.
- Follow established standard operating procedures to escalate unresolved or complex issues to the appropriate technical teams.
- Engage customers by asking targeted and insightful questions to quickly identify root causes and determine the most effective resolution.
- Track, document, and manage computer system incidents through to completion, ensuring resolutions are delivered within agreed service‑level timeframes.
- Guide clients through step‑by‑step troubleshooting processes via phone, email, or chat until technical issues are fully resolved.
- Maintain accurate records of issues, solutions, and interactions to support knowledge sharing and continuous service improvement.
- Deliver a high level of customer service while balancing technical accuracy and efficiency.
Job Requirements :
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Minimum of 3 years of experience in technical support, IT support, or a similar role.
- Very good proficiency in spoken and written communication (English or applicable business language).
