Help Desk Support Technician

The Senior Systems Engineer is responsible for resolving escalated service issues, coaching other engineers to resolutions, engineering and implementing complex projects, and for maintaining and overseeing the technology of their assigned accounts.  This role is a key position within the service department and will be called upon to resolve the highest level technical issues.

Responsibilities

·       Serve as the first point of contact for customers seeking technical assistance over the phone or email

  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by customers
  • Walk the customer through the problem-solving process
  • Direct unresolved issues to the next level of support personnel
  • Provide accurate information on IT products or services
  • Record events and problems and their resolution in logs
  • Follow-up and update customer status and information
  • Pass on any feedback or suggestions by customers to the appropriate internal team

Requirements

  • Qualified candidates must have a minimum of 2 years of experience as a help desk technicianor 3 years of experience working in other customer support role
  • Tech savvy with working knowledge of office automation products, databases and remote control
  • Ability to diagnose and resolve basic technical issues
  • Excellent communication skills
  • Customer-oriented and cool-tempered
  • BSc/BA in IT, Computer Science or relevant field

Please submit resumes and cover letters to careers@thinkeasyit.com

 

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