Diagnose and troubleshoot technical issues, including account setup, network configuration, software and hardware issues. Deliver hands-on support for a range of hardware including PCs, laptops, and peripherals in a mixed Windows and Mac environment. Perform networktroubleshooting, particularly on VPN connections and wireless configurations, integrating with Zscaler. Asset management and tracking using ServiceNow (SNOW) for accurate inventory control. Provide timely resolutions for hardware and software issues, ensuring user satisfaction. Properly escalate unresolved issues to appropriate internal teams (e.g. software developers). Provide prompt and accurate feedback to customers. Refer to internal knowledge bases or external resources to provide accurate tech solutions. Ensure all issues are properly logged. Prioritize and manage several open issues at one time. Follow up with clients to ensure their IT systems are fully functional after troubleshooting. Prepare accurate and timely reports. Document technical knowledge in the form of KB Articles. Maintain good relationships with clients.
Technical Experience: Experience level 6 – 8 years of Technical experience in Windows and Mac. Proficient in managing and troubleshooting Windows and Mac hardware and software; skilled. Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role. Good understanding of computer systems, mobile devices and other tech products. Excellent problem-solving and communication skills. Ability to provide step-by-step technical help, both written and verbal. Familiarity with ITSM tools like ServiceNow for ticket management.
Professional Attributes: Excellent customer service skills and the ability to communicate effectively with non-technical users. Self-starter with the ability to work independently and efficiently. Physical ability to manage IT equipment installations and movements. Adaptable and flexible to meet varying work schedules and environments.