IT Technical Support

Job Description

• Act as the first point of contact for clients' technical support inquiries and issues.
• Deliver timely and accurate responses to clients' support tickets or queries.
• Remotely troubleshoot technical problems reported by clients, and provide solutions or workarounds.
• Collaborate with internal teams to resolve complex technical issues.
• Provide user training on new system functionalities.
• Document and maintain records of support activities, including solutions and resolutions.
• Continually update technical knowledge and skills to keep up with product updates and enhancements.

Job Requirements

• Must have a Bachelor's degree in Computer Science, Information Technology, or a related field.
• Have 0-2 years of experience in technical support roles, ideally in ITSM solutions or ITIL best practice implementation.
• Have knowledge of IT Service Management concepts, ITIL framework, and best practices.
• Have experience with ITSM tools and platforms, preferably with familiarity with ManageEngine ServiceDesk Plus or similar products (Ticketing system).
• Understand IT infrastructure components, such as Domain, servers, networks, databases, and applications.
• Be able to work collaboratively with team members and other departments to resolve customer issues.
• Excellent English proficiency.
• Have strong communication, problem-solving, and customer service skills.