TheHive Looking for Technical Support Officer at Remote Full Time

Technical Support Officer

A prominent company is looking for a highly motivated, energetic and skilled candidate to fill the role of a Technical Support Officer.

JOB PURPOSE

This role involves diagnosing hardware or software faults and resolving the issues. The incumbent will manage, maintain, and repair IT systems. He/she acts as the first point of contact for users who need technical support. The incumbent will work to resolve issues and escalate unsolved problems to the relevant support teams.

RESPONSIBILITIES AND DUTIES

• Installation & configuration of a company’s computer hardware operating systems and applications.
• Maintenance and monitoring of computer networks and systems.
• Logging the queries of customers and employees.
• Analysis of call logs to discover any underlying issues or trends.
• Diagnosing and solving hardware or software faults.
• Testing and evaluating new technology.
• Performing electrical safety checks on the company’s computer equipment.
• Responding to call-outs in a timely fashion.
• Following instructions, either written or in diagram form, to set up a system or fix a fault.
• Identifying hardware and software solutions.
• Troubleshooting technical issues.
• Diagnosing and repairing faults.
• Resolving network issues.
• Installing and configuring hardware and software.
• Speaking to customers to quickly get to the root of their problem.
• Providing timely and accurate customer feedback.
• Talking customers through a series of actions to resolve a problem.
• Following up with clients to ensure the problem is resolved.
• Receive, manage, prioritize, escalate, close and communicate about errands from users and vendors
• Replacing or repairing the necessary parts.
• Supporting the roll-out of new applications.
• Providing support in the form of procedural documentation.
• Managing multiple cases at one time.
• Testing and evaluating new technologies.
• Conducting electrical safety checks on equipment.
• Ensure quality in tickets, knowledge articles and self-service
• Quickly identify when issues are more complex and gather appropriate information to triage to more senior instances
• Author, edit and publish quality knowledge base content to improve self-service resources
• Assist with the implementation of agreed remedies and preventative measures
• Provide input and help out to identify areas of improvement that could increase user experience and reduce reported issues
• Identify and suggest how to improve way of working in the support and run processes to serve users more efficiently and better
• Proficiently and consistently resolve basic issues for all supported solutions

KNOWLEDGE AND SKILLS

• Writing case notes and error logs
• Hardware & software diagnosis
• Basic knowledge service desk tools
• Knowledge of administration in active directories (e.g. users, computers, security groups and distribution lists)
• Attention to detail and good problem-solving skills.
• Excellent interpersonal skills.

QUALIFICATIONS AND EXPERIENCE

• BSc. In Computer Science/Engineering or a related field.
• Preferred graduate degree
• 1-3 years of relevant experience in a customer focused position involving technical knowledge in IT or IT helpdesk functions or in Application support.
• Experience with remote desktop applications and help desk software.

DESIRED ATTRIBUTES AND BEHAVIOURAL COMPETENCIES

• Collaboration, transparency, safety, and trust
• Good written and verbal communication.
• Ability to communicate well with others
• Initiative
• Flexibility

SPECIAL CONDITIONS

• Excellent time management. The incumbent needs to be able to produce the design in the given timeline.
• Occasional long hours; if the design is not produced isn’t of good quality or produced in a timely manner.

FUNCTIONAL RELATIONSHIPS

• External: Strategic partnersInternal: Executive & Senior Management, Growth team leadership and marketing intelligence teams, Product team, Technology team, Operations team

PERFORMANCE CRITERIA

• Timeliness and responsiveness
• Execution of goals by agreed timeframe
• Deliver exceptional customer and business results.

Job Types: Full-time, Contractual / Temporary

Salary: From ₹50,000.00 per month

Schedule: