Location

Job Description

As OKIN’s Help Desk Technician Specialist you must provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them. Your role will consist of having good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. You must also be customer-oriented and patient to deal with difficult customers.

Job Responsibilities

Responsibilities will include serving as the first point of contact for customers seeking technical assistance over the phone. As the Entry level technician, you will perform remote troubleshooting through diagnostic techniques and determine the best solution based on the issue and details provided by the customer. You will collaborate with team members assisting with the successful completion of projects on time and within budget. You will work closely with the client asking targeted questions to quickly understand the origin of any issue or problems.

Responsibilities include

• Serve as the first point of contact for customers seeking technical assistance over the phone
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures

Qualifications

• Team player a must
• Customer-oriented and cool-tempered
• Excellent communication skills
• Proven experience as a help desk technician or other customer support role
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues
• BSc/BA in IT, Computer Science or relevant field preferred