IT Support Associate

Get AI-powered advice on this job and more exclusive features. Main Responsibilities The IT Support Associate role is crucial for maintaining the efficiency and effectiveness of an organization's technology infrastructure. This position involves managing routine technical tasks to ensure smooth operations, providing essential support to users, and facilitating the overall performance of IT systems. Below are the key responsibilities and expectations associated with this role.

• Provide timely resolution of technical issues related to two-factor authentication (2FA), hardware components (such as microphones, headsets, and speakers), and minor software or interface problems.
• Assist users in troubleshooting and resolving technical difficulties, ensuring minimal disruption to their work.
• Oversee the lifecycle of user accounts, including creation, removal, and modification of account permissions.
• Update user information such as phone numbers to maintain accurate records and ensure secure access to systems.
• Implement promotional offers by adding them to the system and updating configurations for various campaigns.
• Ensure that all system updates are conducted efficiently to support ongoing business initiatives.
• Provide immediate solutions for agents facing technical challenges, helping them maintain productivity.
• Identify inefficiencies in workflows and escalate issues to appropriate personnel for further investigation and resolution.
• Manage IT support tickets effectively to minimize downtime across the organization and ensure thorough logging, tracking, and resolution of all support requests, aiming for quick turnaround times.
• Maintain detailed records of support tickets and resolutions to build a knowledge base for future reference.
• Update internal guides and documentation to reflect current processes and solutions, aiding in the training and onboarding of new staff.

• A relevant degree in Computer Science, Information Technology, or a related field.
• Prior experience in a technical support role in the BPO.
• Strong problem-solving skills with the ability to troubleshoot hardware and software issues effectively.
• Excellent communication skills to convey technical information clearly to non-technical users.
• A proactive approach to identifying potential issues before they escalate.
• Understanding computer hardware, software applications, and network configurations.
• Utilizing helpdesk software tools for ticket management.
• Documenting processes clearly for internal use.
• Keeping up with technological advancements relevant to IT support.

• Work from home—your couch can be your office!
• Become part of a vibrant, supportive team that feels like family.
• Be part of a growing company where your ideas count.
• Competitive pay to reward your hard work.

Seniority level

• Not Applicable

Employment type

• Full-time

Job function

• Information Technology

• Industries

  Technology, Information and Internet