Role and Responsibilities
- Serve as the first point of contact for customers seeking technical assistance over the phone or email
- Install and configure computer systems
- Perform remote troubleshooting through diagnostic techniques and pertinent question
- 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
- 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
- Identify and suggest possible improvements on procedures
- Other IT-related tasks as assigned
Skill and Qualifications
- Bachelor's or Associate's degree in IT, Computer Science, or a relevant field (or equivalent combination of education and experience)
- At least 1 year of relevant experience as a help desk technician or other customer support role
- Advanced proficiency in Microsoft Office