Support Technician – Service Desk
Posted 1 month ago
You'll complete your application on Qualfon's career site.
About the Role
We are looking for a committed Support Technician to become part of our Service Desk group. As the main contact point for both local and remote personnel, you will function as the initial responder for diverse technical issues and service inquiries. This position is vital to our dedication to excellence in customer service, ensuring that internal needs are met with speed and professionalism. You will handle technical challenges across multiple departments, playing a key part in supporting operational continuity through skilled communication and resolution strategies.
Requirements
- You should possess an IT degree or a background in a related discipline.
- You need a solid understanding of computer hardware and peripherals, in addition to operational familiarity with Microsoft Windows OS and standard desktop programs.
- You are required to be proficient in fundamental networking principles such as IP networking and TCP/IP, as well as have the capacity to resolve issues with mobile devices and both local or networked printers.
- You must demonstrate a systematic and structured method for diagnosing primary causes and assessing potential fixes.
- You are expected to have superior written and oral communication abilities, with the talent to explain complex technical topics in simple terms for a variety of users.
Responsibilities
- You will deliver prompt initial technical assistance for computers, peripherals, software applications, and Ethernet networking.
- You will document all helpdesk emails and calls within the ticketing platform and oversee these records according to defined service level agreements.
- You will address network connectivity and printing malfunctions, oversee system notifications using software like SolarWinds Orion, and collaborate with second and third-tier support teams as needed.
- You will carry out escalation procedures during system downtimes, uphold all IT and helpdesk regulations, and offer clear instructions to staff and clients to assist in resolving their technical problems.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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