Support Technician (Level 1 Support)

Job description

The duties of a Support Technician include being a reference point for all standard IT related queries and troubleshooting at the user level, and basic support at the network, server, and cloud administration level. The Support Technician is to support user needs in a timely manner and ensure the optimal operation of all systems, among other technical duties.

Support Technicians are expected to display good interpersonal skills as they will interact with clients from various positions and executive levels. They are required to listen to their technical needs, understand their issues, and implement solutions to resolve problems and prevent future errors or data loss.

Responsibilities
The Support Technician has the following responsibilities and duties:

• Installing and configuring hardware and software components to ensure usability.
• Troubleshooting hardware and software issues.
• Ensuring strong authentication levels (e.g., MFA) for internal and client systems.
• Recommendation, repairing or replacing damaged hardware.
• Upgrading the entire system to enable compatible software on all computers.
• Installing and upgrading endpoint security software to ensure security at the user level.
• Performing tests and evaluations of new software and hardware.
• Providing support to users and being a point of contact for error reporting.
• Establishing good relationships with all clients.
• Conducting backup operation and validation.
• Managing technical documentation.

Work standards

The Support Technician must demonstrate the following work standards:

• Clients are to feel confident with your level of knowledge for standard user support. Clients are to be treated with the utmost respect, including no use of profanity or actions that may undermine the clientss perception of Tech Help Direct as an organisation.
• A professional, tidy, and organised presentation is to be always maintained. This includes, however, is not limited to, a clean uniform; neat grooming; no body odour; organised equipment and tools; a clean vehicle (if applicable); polite communication.
• Supported vendor knowledge is to be maintained to ensure that you can always provide the most effective and current solutions for software, hardware, security, redundancy, and systems that improve the clients experience with technology.
• You are to always ensure the safety of yourself, peers, clients and clients equipment when performing tasks in the Tech Help Direct office or at the clients premises.

Requirements
The Support Technician should have the following skills, education, and experience:

• 1+ years of experience in computer networks and systems maintenance.
• Aptitude for learning cloud services, especially Microsoft 365.
• Proficient in computer hardware configuration and technical terminology.
• Network, security, or systems certifications are valued.
• Standard troubleshooting experience of client macOS and Windows operating systems.
• Standard experience of installing and configuring mainstream user software.
• Intermediate experience with domains, DNS, mail accounts and website hosting.
• Intermediate routing, switching and wireless diagnostic and troubleshooting skills.
• Standard operation skills and certification of all supported vendor systems.
• Attention to detail and careful when working with technical equipment or devices.
• Excellent written and verbal communication skills.
• Good interpersonal skills.
• Good problem-solving skills.