IT Support

[Employer] IT Support Technician

Position Overview We are seeking a reliable, knowledgeable, and customer-friendly [Employer] IT Support Technician to join our Instant IT Support team. This role focuses on providing immediate [Employer] assistance to business clients via our dedicated support line. The technician will handle incoming calls, resolve technical issues, and ensure accurate documentation in our CRM system.

Key Responsibilities

• Answer incoming technical support calls promptly and professionally.
• Create, update, and close support tickets in the CRM system.
• Remotely access customer computers to diagnose and resolve issues.
• Provide clear, simple explanations to non-technical users.
• Close tickets efficiently and escalate to senior technicians when required.
• Follow internal processes to ensure accurate time logging and documentation.

Qualifications

Core Requirements

• Excellent spoken and written English communication skills.
• Strong experience with Microsoft 365 / Office 365 for Business, including the admin portal.
• Solid general IT support knowledge (Tier 1 / basic Tier 2 level).
• Hands-on experience troubleshooting Windows, Outlook, email, printers, internet, and basic network issues.
• Ability to properly create, update, and close support tickets.
• Confidence speaking with business clients on the phone.
• Good judgment in deciding when to resolve issues independently and when to escalate.

Preferred Attributes

• Prior experience in [Employer] IT support or helpdesk environments.
• Customer-focused mindset with patience and professionalism.
• Strong organizational skills and attention to detail.

Work Arrangement

• Trial Period: Part-time for the first two weeks.
• Assessment Criteria: Technical skills, English proficiency, ticket documentation quality, reliability, and adherence to process.
• Progression: Successful candidates may transition to full-time employment.

Originally posted on [Employer]