Information Technology Support Specialist
Imagine yourself going to work with one thing on your mind: that you want to demonstrate positive customer service orientation resulting in high customer satisfaction ratings. As you tackle your new tasks for the day, you know that it comes down to one thing: that you must ensure a quality service in accordance with departmental standards and guidelines.
As an IT Support Specialist, you will provide first level technical support to internal customers and ensures quality services to gain high customer satisfaction ratings. You will respond to telephone calls and email messages from users requesting for assistance. You will do the logs and keeps records of customer/employee queries. You will also interpret problems and analyzes possible causes of hardware and software failure. You will identify computer hardware, software and telecommunications malfunctions as well as take the appropriate action to resolve issues ensuring data and system integrity. You will test, configure, install, modify, maintain, and repair computer hardware, operating systems, applications, software patches and updates. You will assist in conducting user’s application testing during program implementation, migration, and system maintenance. What else? You will also perform desktop system maintenance/upgrades including all desktop OS patches. You will create and maintain documentation of instructional procedure (i.e. hardware/software installation) and do the troubleshooting techniques (knowledgebase). You will also maintain inventory of computer hardware assets, peripherals, and software licenses owned by the company. Lastly, you will perform scheduled preventive maintenance of the computer systems.
So, do you have what it takes to become an IT Support Specialist?
So, what is it we’re looking for? Well, since this is an IT post we need someone who has a Bachelor’s Degree in ECE, Computer Engineering, Computer Science, Information Technology, or any IT / Computer-related course. Also, at least 1 year of IT support specialist experience is expected of you.
Now let’s get technical, you need to have a working knowledge of I.T. systems and equipment as well as their installation, configuration, maintenance, and repair. Also, we need someone with a working knowledge of I.T. requirements/demands in call center operations and organization, particularly in the area of operations support. You also have to be skilled technical writer able to document problems and solutions for customers and other technical support personnel.
In terms of other skills, we need someone who has good time and project management skills. Someone who has excellent oral and written communication skills with a fluency in the English language. We need someone who’s adaptive to changing work schedules and working hours. Someone who has good customer orientation and has above average problem-solving, decision-making, and analytical skills.