IT Support Specialist
We are seeking a skilled IT support specialist to join our team. This is an exciting opportunity for individuals who are passionate about delivering exceptional technical support and ensuring smooth operation of clients' IT environments.
The ideal candidate will possess excellent communication skills, be proficient in troubleshooting complex technical issues, and have a strong ability to work under pressure. Fluency in English is essential, with knowledge of additional languages being a plus.
Key Responsibilities:
* Technical Support: Provide first- and second-line technical support via email and remote tools. Identify and resolve issues related to software applications, hardware devices, and network connectivity.
* Client Interaction: Deliver professional customer service during all interactions, translating technical jargon into clear user-friendly language. Escalate unresolved issues effectively and ensure timely follow-up.
* Service Management: Adhere to established processes for incident, problem, and change management. Monitor and meet service level agreement requirements for client requests, identifying opportunities to enhance service delivery and client satisfaction.
Collaboration & Documentation: Collaborate with internal teams and vendors to resolve complex technical issues. Maintain accurate records of incidents, changes, and resolutions. Develop and update knowledge base articles for recurring technical issues.