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Key Responsibilities: - Provide advanced technical support for desktop and laptop hardware, software, and peripherals.
- Diagnose and resolve complex technical issues escalated from the Level 1 support team.
- Install, configure, and maintain operating systems and software applications, ensuring all updates are applied.
- Conduct root cause analysis to identify recurring technical problems and implement effective solutions.
- Excel in troubleshooting break/fix issues for both Windows and Mac computers.
- Assist users with network connectivity issues, including LAN/WAN, Wi-Fi, and VPN.
- Collaborate with IT team members on various projects, upgrades, and system implementations.
- Maintain precise records of work performed, issues encountered, and resolutions provided in the company's ticketing system.
- Provide remote troubleshooting support for users working from home or in different locations.
- Train and mentor junior support technicians as needed.
- Ensure adherence to IT policies, security protocols, and industry best practices.
- Perform routine maintenance and inspections to ensure optimal equipment performance.
- Build and nurture strong relationships with end users to enhance satisfaction and service experience.
Qualifications: - Associate or bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent hands-on experience.
Date Posted: 22 April 2025
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