Technical Support Specialist

Responsibilities

• Research and identify solutions to software and hardware issues

• Diagnose and troubleshoot technical issues, including account setup and network configuration

• Ask customers targeted questions to quickly understand the root of the problem

• Track computer system issues through to resolution, within agreed time limits

• Talk clients through a series of actions, either via phone, email or chat, until they've solved a technical issue

• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)

• Provide prompt and accurate feedback to customers

• Ensure all issues are properly logged

• Prioritize and manage several open issues at one time

• Follow up with clients to ensure their IT systems are fully functional after troubleshooting

• Prepare accurate and timely reports

• Document technical knowledge in the form of notes and manuals

Requirements

• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role

• Good understanding of computer systems, mobile devices and other tech products

• Ability to diagnose and troubleshoot basic technical issues

• Excellent problem-solving and communication skills

• Ability to provide step-by-step technical help, both written and verbal

• BS degree in Information Technology, Computer Science or relevant field

• Experience with supporting Blackboard Learn is preferred

• Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus