Technical Support Specialist
About the Job
This role requires delivering high-quality technical support to clients, ensuring smooth operation of their IT environments.
Main Responsibilities
* Provide first- and second-line support via email and remote tools, efficiently diagnosing and resolving issues involving business applications.
* Log, track, and manage incidents across various platforms, escalating unresolved issues appropriately.
* Deliver a professional experience during all interactions with clients, translating technical issues into clear language.
Benefit Summary
* This role offers opportunities for career growth and development in IT service management.
* Work closely with internal teams to resolve complex issues, maintaining accurate documentation of incidents and resolutions.
* Create knowledge base articles for recurring issues, enhancing service delivery.
We're Looking for Someone Who Can
* Adhere to ITIL-aligned processes for incident, problem, and change management.
* Monitor SLA requirements for client requests, identifying opportunities to enhance service delivery.