About this role

Efficiently diagnose and resolve tickets, adhering to client service level agreements.
Stay updated with essential certifications and training.
Configure Windows and Mac systems as per client requirements.
Manage vendor communications and other third-party interactions.
Maintain detailed documentation for ticket progress and client billing.
Facilitate communication between the client, technical, and account teams.
Consistently meet client service level targets while upholding superior service standards.
Collaborate with the team lead to enhance our hardware repair operations.
Undertake additional duties as directed by management.

Must possess a driver's license and a reliable vehicle.
A minimum of 1 year of experience as a hardware technician, with proficiency in both PC and Apple device repair.
Proficient in PC hardware, Microsoft OS (Windows 7/8/10), Office 365, and VPN applications.
Solid grasp of iOS/MacOS devices and troubleshooting techniques.
Stellar communication and client service skills.
Aptitude for explaining intricate technical details to non-tech users.
Exceptional multitasking, time management, and prioritization skills.

IT Support Technician, L1

Key skills