Provide initial technical assistance and support to users via various channels (e.g., email, chat, phone).
Troubleshoot and diagnose common technical issues related to hardware, software, and network connectivity.
Document user inquiries, issues, and resolutions accurately in our ticketing system.
Escalate complex or unresolved issues to senior technical support specialists or relevant teams.
Guide users through basic troubleshooting steps and provide clear, easy-to-understand instructions.
Assist in maintaining and updating technical documentation and knowledge bases.
Learn about our products/services in depth to better assist users.
Contribute to a positive user experience by providing courteous and efficient support.
Requirement:
Currently pursuing a Bachelor&aposs degree or recent graduate in Computer Science, Information Technology, Information Systems, or a related technical field.
Basic understanding of computer hardware, operating systems (Windows, macOS, Linux), and common software applications.
Familiarity with basic networking concepts (TCP/IP, Wi-Fi, routers).
Excellent problem-solving skills and the ability to diagnose technical issues logically.
Strong communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users clearly and patiently.
Customer-focused attitude with a genuine desire to help others.
Ability to prioritize tasks and manage time effectively in a fast-paced environment.
Familiarity with help desk/ticketing systems (e.g., Zendesk, Freshdesk, Jira Service Desk) is a plus.
Eagerness to learn new technologies and IT support best practices.
Ability to work effectively both independently and as part of a team.
