IT Support Specialist - Greenkey Resources LLC : Job Details

Responsibilities/Job Duties:

• End-user Support: Provide technical support to perform troubleshooting for hardware issues of desktop/laptop users, network printers, Ethernet, Wi-Fi connections and computer administration.
• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Direct unresolved issues to the next level of support personnel
• Asset Management: Maintain equipment and records of inventory maintenance, recycle and reporting
• Communication: Clearly communicate with managers, co-workers and end users to ensure the understanding of the proper use of technology and any troubleshooting that may be needed
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Infrastructure Support: Maintain SLA compliance, identify common issues and make recommendations so that systems can function in a faster, dependable, and more secure manner by use of help desk to gather tickets raised by end users for problems by monitoring and tracking them
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures

Qualifications:

• Proven experience as ahelp desk technicianor other customer support role
• Tech savvy with working knowledge of office automation products, databases and remote control
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues
• Proficiency in English
• Strong customer service and communication (written and verbal) skills
• Customer-oriented and cool-tempered
• Degree in IT, Computer Science or relevant field
• Experience working with a Helpdesk ticketing system