onsite
Technical Support Analyst - Procom Consultants Group
Software Engineer
Seeking a Technical Support Analyst to provide excellent customer service and resolve technical issues. This role involves troubleshooting hardware and software problems, managing support tickets, and ensuring user satisfaction.
About the role
Key Responsibilities
- Provide first-level technical support to end-users via phone, email, and chat.
- Troubleshoot and resolve hardware, software, and network issues.
- Document all support interactions and resolutions in a ticketing system.
- Escalate complex issues to senior support staff when necessary.
- Assist with user account management and basic system administration tasks.
- Contribute to the knowledge base by creating and updating support articles.
Requirements
- Proven experience in a technical support role.
- Strong understanding of common operating systems and software applications.
- Excellent communication and interpersonal skills.
- Ability to diagnose and resolve technical problems efficiently.
- Familiarity with ticketing systems and remote support tools.