How you'll role

As an IT Technician, you will provide essential IT support to customers, handling both scheduled installations and emergency support situations. Your role involves troubleshooting, diagnosing, and resolving faults primarily at the first point of contact. You will manage and monitor support tickets, ensuring clarity and prompt resolution, or escalation to the appropriate team. Collaboration with sales and client relationship management is also key to this position, aiming for high customer satisfaction and efficient issue resolution processes.

What you'll do

• Review and comprehend all assigned support tickets, ensuring clarity in scope

• Log incidents, categorize, prioritize, and perform troubleshooting efficiently

• Provide professional support through various communication channels such as phone and email

• Manage customer expectations with timely updates and clear communication

• Classify and escalate critical tickets as necessary and coordinate activities with the team

• Conduct onsite troubleshooting and ensure necessary preparations for site visits

• Maintain detailed and accurate records of issue resolutions and time logs

• Proactively maintain systems and resolve issues before they affect clients

• Collaborate with team members to close tickets efficiently and contribute to team meetings

• Contribute to enhancing the company knowledge base and documentation