Technical Support Specialist
4 weeks ago
As a Technical Support Specialist at U3 Infotech, you will be responsible for providing exceptional technical support to clients across a wide range of technologies. Your primary goal will be to troubleshoot and resolve technical issues efficiently, ensuring high customer satisfaction.
Key Responsibilities:
Respond to technical inquiries and incidents via phone, email, and web portals.
Diagnose and resolve technical hardware and software issues using remote tools and expertise.
Manage and track trouble tickets, ensuring accurate documentation and knowledge base updates.
Collaborate with internal teams and vendors to resolve complex issues and improve service delivery.
Provide scheduled and ad-hoc reporting to clients and management, highlighting key performance metrics and trends.
Adhere to the Service Desk Standard Operating Procedure (SOP) and contribute to the continuous improvement of our service delivery model.
Requirements:
Diploma or degree in IT with a minimum of 1 year of service desk experience.
Proven experience in troubleshooting and supporting various technologies, including email, Microsoft 365, VPN, Active Directory, and basic network connectivity.
Strong knowledge of Windows and Mac operating systems, as well as mobile device troubleshooting (iOS and Android).
Familiarity with ITSM ticketing tools and a willingness to learn and adapt to new technologies.
Excellent communication and problem-solving skills, with the ability to work in a fast-paced environment and prioritize tasks effectively.
A strong commitment to delivering exceptional customer service and a passion for continuous learning and improvement.
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