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Contact electronically and in-person with clients experiencing difficulties with the computer, hardware and software issues.
Troubleshoot problems related to the computer, laptop, hardware, software and other IT equipment at clients premises.
Reproduce, diagnose and resolve technical problems encountered by users, provide remote support to fix the issues.
Prepare and track work orders and case notes of the clients.
Analyze the user guides, technical manuals and other documents to research and implement solutions.
Provide business systems, network and Internet support to users in response to identified difficulties.
Collect, organize and maintain a problems and solutions log for use by other technical support analysts.
Participate in the redesign of applications and other software.
Prepare and maintain the list of inventory of spare parts and equipment for future use.
Computer and Technology Knowledge
- Windows
- MAC
- Hardware
- Device drivers
- Servers
- Applications - desktop
- Applications - enterprise
- File management software
- Security software
- Multimedia Software
- Presentation software
- Office Suites
- Mail server software
- Electronic mailing software
- Electronic scheduling software
- Communication software
- Image editing software
- Business diagramming software
- Desktop publishing software
Essential Skills
- Problem solving
- Decision making
- Job task planning and organizing
Work Setting
- Consulting firm
- Computer hardware or software retailer/wholesaler
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