What are the responsibilities and job description for the Junior Technical Support Analyst position at Augment Jobs?
Job Overview: The Junior Technical Support Analyst will provide essential technical support to our clients and internal teams. This role involves troubleshooting technical issues, guiding users through problem-solving steps, and assisting in maintaining a high level of customer satisfaction. The ideal candidate will have strong communication skills, a keen eye for detail, and a passion for technology.
Key Responsibilities
Key Responsibilities
- Provide first-level technical support to end-users via phone, email, and chat.
- Diagnose and troubleshoot hardware, software, and network issues.
- Assist in the installation, configuration, and maintenance of software applications.
- Document and track support issues in a ticketing system.
- Escalate complex issues to senior technical staff when necessary.
- Create and update knowledge base articles for common issues and solutions.
- Assist with system updates and maintenance tasks.
- Participate in team meetings and training sessions to enhance technical skills and knowledge.
- Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
- Basic understanding of computer hardware, software, and networking concepts.
- Familiarity with operating systems such as Windows, macOS, and Linux.
- Excellent problem-solving skills and attention to detail.
- Strong verbal and written communication skills.
- Ability to work well both independently and as part of a team.
- Customer-oriented with a positive attitude.
- Previous experience in a technical support role.
- Knowledge of ITIL or similar frameworks.
- Experience with ticketing systems like Zendesk or ServiceNow.
- Health, dental, and vision insurance.
- 401(k) with company match.
- Paid time off and holidays.
- Professional development opportunities.
- Flexible work hours and remote work options.
