Technical Support Executive

Responsibilities
Research and identify solutions to software issues.
Diagnose and troubleshoot technical issues, including account setup and network configuration.
Ask customers targeted questions to quickly understand the root of the problem.

Track computer system issues through to resolution, within agreed time limits.
Talk clients through a series of actions, either via phone, email or chat, until they ve solved a technical issue.
Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
Provide prompt and accurate feedback to customers.
Refer to internal database or external resources to provide accurate tech solutions

Prioritize and manage several open issues at one time.
Follow up with clients to ensure their IT systems are fully functional after troubleshooting
Document technical knowledge in the form of notes and manuals.

Requirements
Proven work experience as a Technical Support Executive, IT Help Desk Technician or similar role.
Hands-on experience with Windows/Linux/Mac OS environments.
Ability to diagnose and troubleshoot basic technical issues.
Familiarity with remote desktop applications and help desk software (eg. Zendesk).
Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus.