What are the responsibilities and job description for the Technical Support position at Whitecollars?
About the Role
We are seeking a skilled and customer-focused Technical Support Specialist to join our client's team. In this role, you will provide advanced technical support to users, ensuring smooth operation of IT systems, hardware, and software. You will troubleshoot issues, resolve complex technical problems, and help maintain a high level of system performance and user satisfaction.
Key Responsibilities
Technical Troubleshooting : Diagnose and resolve advanced hardware, software, and network issues for end-users.
Incident Resolution : Manage and resolve support tickets in a timely manner, escalating complex problems when necessary.
System Support : Assist with the configuration, installation, and maintenance of IT systems, hardware, and peripherals.
Remote Assistance : Provide remote technical support using appropriate tools and platforms.
Documentation : Maintain accurate records of support activities, solutions, and best practices in the knowledge base.
Monitoring and Maintenance : Monitor system performance, identify potential issues, and take proactive measures to prevent downtime.
Collaboration : Work closely with IT teams and external vendors to ensure seamless system operations.
User Training : Educate users on best practices and provide guidance on technical tools and software.
Continuous Improvement : Stay updated with emerging technologies and recommend improvements to existing systems and processes.
Qualifications and Skills
Education
Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
Experience
Proven experience in a technical support or IT role.
Familiarity with ticketing systems (e.g., ServiceNow, Jira).
Technical Skills
Proficiency in diagnosing and troubleshooting operating systems (Windows, macOS, Linux).
Strong knowledge of networking protocols, VPNs, and firewalls.
Hands-on experience with hardware setups, Active Directory, and remote desktop tools.
Familiarity with cloud-based applications and services (e.g., Microsoft 365, Google Workspace).
Soft Skills
Excellent problem-solving and critical-thinking skills.
Strong verbal and written communication for effective interaction with technical and non-technical users.
Ability to multitask and work in a fast-paced environment.
Experience with scripting or automation tools.
What We Offer
Competitive salary and comprehensive benefits.
Opportunities for career growth and professional development.
A dynamic, remote-friendly work environment.
Exposure to cutting-edge technologies and challenging projects.
