What are the responsibilities and job description for the Technical Support Specialist position at ADK Technology?
Responsibilities
- Provide technical support to internal and external clients, resolving hardware, software, and network issues.
- Diagnose and resolve technical incidents through channels such as phone calls, emails, live chat, and remote support tools.
- Log and manage tickets in the support system, ensuring timely resolution of requests.
- Document solutions and procedures and update user manuals and troubleshooting guides.
- Escalate complex issues to higher levels of support or specialized teams when necessary.
- Perform preventive maintenance and system updates.
- Collaborate with other teams in the company to efficiently resolve technical issues.
Requirements
- Experience: 2 years of experience in technical support or a related field.
- Strong knowledge of operating systems (Windows, macOS, Linux).
- Familiarity with networks (TCP/IP, DNS, VPNs, routers, firewalls).
- Experience in diagnosing and troubleshooting hardware and software issues.
- Interpersonal and communication skills to work with non-technical users.
- Ability to work under pressure and manage multiple requests simultaneously.
- Preferably, but not required, experience with remote support tools and ticket management systems (e.g., Zendesk, Freshdesk, Jira, etc.).
Desired Skills
- Technical certifications (CompTIA A , Network , Microsoft, Cisco, etc.).
- Previous experience in technical support in a corporate environment.
- Basic knowledge of computer security and cybersecurity practices.
- Ability to work in a collaborative and multicultural environment.