Information Technology Support Specialist

12 months contract

Responsibilities include :

• Demonstrate strong customer service skills to provide phone support, including :
• Listening to the customer to gain an accurate understanding of the situation
• Being empathetic to the customer’s situation and having a sense of urgency to resolve the issue
• Producing accurate, detailed documentation at the client, problem, and incident level
• Resolving conflict
• Responsible for high-quality end-user technical support related to enterprise software and hardware
• Handle assessment, triage, research, training / education, and resolution of incidents and requests regarding the use of application software products and / or infrastructure components in a fast-paced 24 / 7 / 365 environment
• Provide after-hours and weekend support as needed under general oversight
• Ensure attention to detail, follow-through, teamwork, and a positive attitude
• Apply understanding of technology to support all existing systems
• Support all aspects of client support and immediate computing needs while demonstrating professionalism and composure on the phone, via online chat, and in person
• Create a positive customer support experience by :
• Building rapport and trust with end users through a professional attitude and clear communication
• Ensuring timely resolution or escalation with a sense of urgency and clear communication of status to end users
• Work directly with internal end users to provide guidance, support, and sound communication principles, even in challenging situations
• Investigate, diagnose, resolve, and recover hardware and software problems
• Install, modify, clean up, run diagnostic programs, and repair computer hardware, peripherals, and software

Qualifications :

Key Competencies :