Technical Trainer
Job details
Job Overview: As an L1/L2 Technical Trainer, you will play a vital role in enhancing the technical skills and knowledge of our Tech support staff. Your primary responsibility will be to conduct training sessions aimed at equipping our employees with the necessary competencies to deliver top-notch technical support to our clients. Key Responsibilities: Training Delivery: • Develop and deliver training programs for L1 and L2 technical support personnel. • Design engaging and interactive training materials, presentations, and hands-on exercises. • Conduct regular training sessions on troubleshooting techniques for Mac OS, Windows, printers, desktops, and network-related issues. • Ensure that training content is up to date with the latest industry trends and technological advancements • Demonstrate a strong understanding of troubleshooting methods for Mac OS, Windows, printers, desktops, and network infrastructure. • Provide guidance and mentorship to trainees on resolving complex technical issues effectively. • Stay abreast of emerging technologies and best practices in technical support to continuously improve training content and delivery. Performance Evaluation & Reporting: • Assess trainees' comprehension and proficiency through quizzes, practical assessments, and simulated scenarios. • Provide constructive feedback and coaching to individuals to help them improve their technical skills and customer service abilities. • Maintain accurate records of training sessions, attendance, and trainee performance evaluations. • Generate reports on training effectiveness and identify areas for improvement. Collaboration: • Collaborate with the Quality Assurance team to align training initiatives with quality standards and performance metrics. • Work closely with Operations Managers to address training needs and ensure consistency in technical support delivery across teams. Qualifications:
- Bachelor’s degree in computer science, Information Technology, or a related field (preferred).
- Proven experience as a technical trainer or in a similar role within a BPO environment.
- Strong expertise in troubleshooting Mac OS, Windows, printers, desktops, LAN, and WAN connectivity.
- Excellent communication and presentation skills with the ability to convey technical concepts clearly and concisely. (Must Have)
- Experience in remote desktop support tools and techniques.
- Ability to adapt to a fast-paced environment and multitask effectively.
- Passion for continuous learning and skill development
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