Provide first-line technical support to customers, identifying and resolving hardware, software and network-related issues

Diagnose and troubleshoot a variety of IT systems and applications, implementing effective solutions in a timely manner

Document and maintain detailed records of support activities, ensuring accurate documentation of incidents and resolutions

Escalate complex issues to the appropriate technical teams and collaborate with other departments to ensure seamless issue resolution

Continuously update technical knowledge and skills to stay abreast of new technologies and industry trends

Assist with the implementation, testing and deployment of new IT systems and applications

Provide training and guidance to end-users on the proper use of IT systems and applications

What we're looking for

Minimum 2 years of experience in a technical support or IT helpdesk role, preferably in the IT & Telecommunications industry

Strong understanding of hardware, software, networking and operating systems (Windows, Linux, macOS)

Excellent problem-solving and analytical skills, with the ability to diagnose and troubleshoot issues effectively

Exceptional customer service orientation, with the ability to communicate technical information to non-technical users

Familiarity with common IT support tools and ticketing systems

Relevant technical certifications (e.g., CompTIA A+, ITIL) are highly desirable

Ability to work independently as well as collaboratively within a team environment