We are seeking a motivated Junior Technical Support to provide first-level technical assistance to our customers and internal teams. You will troubleshoot hardware, software, and network issues, escalate complex problems when necessary, and ensure a positive customer experience. This role is ideal for someone with a passion for technology, problem-solving skills, and a desire to grow in IT support.
Key Responsibilities:
- Provide first-line technical support via phone, email, chat, or ticketing system.
- Diagnose and resolve hardware, software, and network issues (e.g., Windows/macOS, Office 365, VPN, printers, etc.).
- Guide users through troubleshooting steps with clear, patient communication.
- Log, track, and escalate support tickets using helpdesk software (e.g., Zendesk, Jira, Freshdesk).
- Assist with user account management (password resets, permissions, onboarding/offboarding).
- Document solutions in the knowledge base for future reference.
- Collaborate with senior IT staff to resolve complex technical problems.
- Stay updated on company products, services, and IT best practices.
Requirements:
- Education: High school diploma/ related any education required; IT certifications (CompTIA A+, ITIL, Microsoft Fundamentals) or relevant degree a plus.
- Experience: 02 years in tech support, helpdesk, or a related IT role (internships count!).
- Technical Skills:
- Basic troubleshooting for Windows/macOS, Office 365, browsers, and networking.
- Familiarity with Active Directory, ticketing systems, and remote support tools (TeamViewer, AnyDesk, Atera).
- Soft Skills:
- Strong communication (written and verbal).
- Patience and customer-first attitude.
- Ability to explain tech concepts in simple terms.
- Nice to Have:
- Exposure to basic scripting (PowerShell, Bash) or IT automation.
- Knowledge of MDM tools (Intune, Jamf) or cloud services (AWS, Azure).
Why Join Us
- Gain hands-on experience in a fast-growing IT environment.
- Career growth opportunities (e.g., SysAdmin, Network Engineer, Cybersecurity).
