Jr. Technical Support Specialist  

Summary:

The Junior Technical Support Specialist is tasked with installing, configuring, and maintaining end-user devices and software applications. Responsibilities include troubleshooting hardware and software issues, escalating complex problems, and participating in incident, problem, and change management processes. Accurate record-keeping of support activities is essential, along with effective communication with end-users. The role also involves ongoing training to enhance technical skills, and the specialist must be adaptable to various job-related tasks as assigned.

Duties and responsibilities:

• Respond to user inquiries and provide technical assistance in a timely and professional manner.
• Responsible for the install, configuration, and maintenance of end-user devices, peripherals, and software applications.
• Troubleshoot and resolve hardware and software issues, escalating complex problems to senior support staff when necessary.
• Assist in the implementation of incident, problem, and change management processes.
• Maintain accurate records of support activities, including incidents details, resolutions, and follow-up information..
• Communicate effectively with end-users, providing clear and concise instructions and information.
• Participate in training sessions to enhance technical skills and knowledge.
• Other job-related activities that may be assigned from time to time.

• Education – At least graduate with a Bachelor’s Degree in IT, Computer Science, Engineering, or any related course.
• Related Work Experience – On the job trainee or Desktop Support role.
• Knowledge – Knowledgeable in the following:
• Hands-On experience with Windows and Mac OS environment
• Windows User Access Management
• Working knowledge in setting up Local area network, wireless network, and All-in-one printer
• Ability to perform remote troubleshooting and provide clear instructions to end user

Skills:

• Must have sound problem resolution, judgment, and decision-making.
• Must have strong interpersonal and organizational skills.
• Able to work independently and in a team environment
• Must be adept to work in a fast-paced environment with tight SLAs.