What are the responsibilities and job description for the Technical Support Engineer position at ProHire solutions?
Job Summary:
We are looking for a Technical Support Engineer to join our IT team and provide exceptional technical support to end-users. The ideal candidate will have a customer-focused mindset and the ability to diagnose and resolve a wide range of technical issues efficiently. This role involves troubleshooting hardware, software, and network problems, maintaining accurate records, and ensuring a seamless IT experience for all users.
Key Responsibilities:
Serve as the first point of contact for end-users seeking technical assistance via phone, email, or ticketing systems.
Diagnose and resolve hardware, software, and network issues, escalating complex problems to higher-level support when necessary.
Install, configure, and maintain computer systems, software, and peripherals.
Assist with account setup, password resets, and system access management.
Document issues, resolutions, and actions taken in the ticketing system for future reference and analysis.
Provide basic training and guidance to end-users on IT tools and best practices.
Monitor and maintain IT systems to ensure optimal performance and minimal downtime.
Collaborate with other IT team members to identify and implement improvements to support services.
Qualifications:
Proven experience as a Help Desk Specialist or in a similar technical support role.
Proficiency in troubleshooting Windows/Mac operating systems, MS Office Suite, and common IT tools.
Basic knowledge of networking concepts, including TCP/IP, DNS, and VPNs.
Strong problem-solving and multitasking skills in a fast-paced environment.
Excellent verbal and written communication skills with a focus on customer service.
Certifications such as CompTIA A , ITIL Foundation, or similar are a plus
