Technical Support Specialist

Job Objective:

Provide technical support to internal users and external clients by addressing technical issues, offering appropriate solutions, and delivering necessary guidance to ensure the continuity and efficiency of systems and technical devices in the work environment.

Duties and Responsibilities:

• Receive technical support requests (via phone, email, or ticketing system) and handle them professionally with prompt response.
• Diagnose technical issues related to hardware, systems, or software, and provide suitable solutions to ensure smooth workflow.
• Escalate complex issues to specialized teams when necessary and follow up until final resolution.
• Set up user accounts and update permissions on systems in accordance with approved policies.
• Document all support requests, procedures, and solutions provided to ensure service quality and improve future performance.
• Offer support and guidance to users on how to effectively use systems and technical tools.
• Possess basic knowledge of IT infrastructure and computer science.

Required Skills and Qualifications:

• Minimum academic qualification of a diploma in Information Technology, Computer Engineering, or a related field.
• 1 to 3 years of practical experience in technical support.
• Good knowledge of Windows and macOS operating systems, and office applications such as Microsoft Office.
• Strong communication, problem-solving, and customer service skills.
• Professional certifications such as CompTIA A+, ITIL, or equivalent are preferred.
• Proficiency in English, both spoken and written.