Job Summary
Provide front-line technical assistance in a call center environment, helping end-users resolve software, hardware, and network problems. Serve as the first point of contact, document requests through the ticketing process, and refer more complex issues to senior technical staff.
Responsibilities
- Respond to end-user requests for technical support and identify the nature of reported issues.
- Diagnose common software, hardware, and network problems, then explain practical steps to resolve them.
- Guide users through troubleshooting in a clear and helpful manner.
- Create and manage support tickets to record issues and track their progress.
- Escalate complex or unresolved problems to senior technicians.
Qualifications
- At least one year of technical work experience or equivalent education.
- Basic familiarity with desktop operating systems and network hardware.
- One or more technical certifications, such as A+, Network+, or Security+, are preferred.
