Summary
The Junior Technical Support Specialist is tasked with installing, configuring, and maintaining end-user devices and software applications. Responsibilities include troubleshooting hardware and software issues, escalating complex problems, and participating in incident, problem, and change management processes. Accurate record-keeping of support activities is essential, along with effective communication with end-users. The role also involves ongoing training to enhance technical skills, and the specialist must be adaptable to various job-related tasks as assigned.
Duties And Responsibilities
- Respond to user inquiries and provide technical assistance in a timely and professional manner.
- Responsible for the install, configuration, and maintenance of end-user devices, peripherals, and software applications.
- Troubleshoot and resolve hardware and software issues, escalating complex problems to senior support staff when necessary.
- Assist in the implementation of incident, problem, and change management processes.
- Maintain accurate records of support activities, including incidents details, resolutions, and follow-up information..
- Communicate effectively with end-users, providing clear and concise instructions and information.
- Participate in training sessions to enhance technical skills and knowledge.
- Other job-related activities that may be assigned from time to time.
Minimum Qualifications
- Education At least graduate with a Bachelor's Degree in IT, Computer Science, Engineering, or any related course.
- Related Work Experience On the job trainee or Desktop Support role.
- Knowledge Knowledgeable in the following:
- Hands-On experience with Windows and Mac OS environment
- Windows User Access Management
- Working knowledge in setting up Local area network, wireless network, and All-in-one printer
- Ability to perform remote troubleshooting and provide clear instructions to end user
Skills
- Must have sound problem resolution, judgment, and decision-making.
- Must have strong interpersonal and organizational skills.
- Able to work independently and in a team environment
- Must be adept to work in a fast-paced environment with tight SLAs.
