Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Respond to queries either in person, via ticking system or over the phone.
Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
Perform remote troubleshooting through diagnostic techniques and pertinent questions.
Walk customer through problem-solving process.
Install, modify, and repair computer hardware and software.
Provide accurate information on IT products or services.
Direct unresolved issues to the next level of support personnel.
Create knowledge base documentation on process.
Follow-up and update customer status and information.
Pass on any feedback or suggestions by customers to the appropriate internal team.
Identify and suggest possible improvements on procedures.
Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
Protects organization's value by keeping information confidential.

At least one year of related experience and/or training; or equivalent combination of education and experience.
Must possess a strong work ethic.
Ability to work well with others.
Able to finish tasks/projects in a timely manner.
Highly organized, detail-oriented, delivering accurate and polished work.
Excellent listening and communications skills.
Ability to speak effectively both one-on-one and before groups of customers or employees.
Ability to read and interpret documents.
Ability to write routine reports and correspondence.
Good with basic math.
Must possess the ability to make mathematical computations with accuracy.
Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals.
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

IT Support Technician

About this role