Technical Support Technician

The Technical Support Technician is responsible for providing technical support to internal and external users, addressing software, hardware, and connectivity issues through various channels. The role diagnoses and troubleshoots technical problems, conducts assessments and resolutions for tier 1 and tier 2 incidents. They document solutions, manage IT inventory, handle warranty processes of IT equipment and collaborate with other IT teams to enhance overall efficiency., performed and resolution, and ensures proper closure of issues. * Supports continuous enhancement of customer service experience and increasing first call resolution. * Provides remote technical support for off-site employees, utilizing remote desktop tools and communication channels to troubleshoot and resolve issues efficiently. * Educates end-users on basic security practices and policies, ensuring awareness and compliance with security measures to protect sensitive data. * Administers an inventory of hardware and software assets within the organization, tracking equipment and licenses to ensure compliance. * Handles the repair process for all devices under warranty and prepares IT assets for transportation in line with IT and InfoSec policies. * Collaborates with other IT teams, such as network administrators and systems engineers, to address complex technical issues and contribute to the overall efficiency of IT operations. Work Experience and Education: ·, Bachelor’s degree in

Computer Science or a related field, with 6 months to a year of related experience. Licenses & Certifications: · Cisco Certified Technician (CCT) or CompTIA A+ is preferred.