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IT Technical Support Specialist
OURS GLOBAL
posted 15hr ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
1. Desktop Support:
- Troubleshoot and resolve hardware and software issues for PCs, laptops, and peripheral devices.
- Perform system maintenance to ensure optimal performance and reliability.
2. Software Installation and Configuration:
- Install, configure, and update system software and applications according to organizational standards.
- Resolve compatibility issues and ensure software compliance.
3. User Account Management:
- Create, update, and manage user accounts, including assigning and modifying account permissions.
- Support password resets and account recovery requests.
4. Call and Chat Support:
- Provide real-time technical support through phone and chat, ensuring quick and efficient resolutions.
- Handle multiple chat sessions simultaneously while maintaining service quality.
- Document user issues and steps taken for resolution during live interactions.
5. Technical Assistance:
- Deliver simple and effective technical solutions to end-users with varying technical proficiency levels.
- Guide basic troubleshooting techniques to empower users and prevent recurring issues.
6. Documentation and Escalation:
- Accurately record all user interactions, issues, and solutions in the ticketing system.
- Escalate unresolved or complex issues to senior support teams or specialists as required.
Skills and Qualifications:
- 1-2 years of experience in IT technical support or a related role.
- Proficiency in troubleshooting desktop hardware, operating systems (Windows, macOS), and common software applications.
- Experience in delivering technical support via call and chat, with the ability to manage multiple support channels simultaneously.
- Basic understanding of networking concepts (Wi-Fi, LAN, VPN) and familiarity with remote support tools.
Fluency in one or multiple of the following languages is required:
- Excellent verbal and written communication skills to provide clear and concise support.
- Customer service orientation with patience and professionalism when addressing user concerns.
- Problem-solving mindset with the ability to think on your feet and prioritize tasks effectively.
- Adaptability to work in a fast-paced, multicultural environment.
Preferred Skills:
- Familiarity with IT support ticketing systems (e.g., ServiceNow, Zendesk).
- Experience with live chat platforms and remote troubleshooting tools.
- Basic knowledge of IT security best practices.
Employment Type: Full Time, Permanent
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What OURS GLOBAL employees are saying about work life
based on 2 employees
Flexible timing
Monday to Saturday
No travel
OURS GLOBAL Benefits
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