IT Support Technician

The purpose of the job:

Providing technical support to users and customers internally or externally by solving technical problems related to systems, software, and hardware, and ensuring continuity of work smoothly and efficiently.

Tasks and Responsibilities:

• Receiving technical support requests from employees or customers via phone, email, or ticketing system.

• Diagnosing technical problems and providing appropriate solutions in a timely manner.

• Installing and updating software and operating systems as needed.

• Maintaining technical devices and equipment (computer, printers, internet... etc).

• Setting up new user accounts and configuring their permissions.

• Documenting problems and solutions provided to ensure easy reference in the future.

• Escalating complex problems to the specialized team or technical management when necessary.

• Providing on-site or remote support based on work requirements.

• Training new users on how to use the approved systems or software.

• Monitoring system performance and reporting any malfunction or necessary updates.

Qualifications and Experience:

• A diploma or bachelor's degree in Computer Science, Information Technology or a related field.

• Experience of no less than 1-2 years in technical support or technical customer service.

• Familiarity with operating systems (Windows / macOS / Linux) and networks.

• Ability to work under pressure and solve problems efficiently.

• Excellent communication skills and ability to interact with different levels.

Required Skills:

• Analyzing and solving technical problems.

• Dealing with desktop systems and ticket systems.

• Ability to learn quickly and adapt to technical updates.

• Teamwork and accountability.

• Organization and documentation of work.