Junior Technical Support Specialist

As a Junior Technical Support Specialist, you will be part of a team of Technical Support Team supporting Corporate users on their working environments, email, printing and similar 1st level support tasks. The primary focus of this position will include working on incoming support requests received from varied sources including; email, telephone, and ticket submissions. Candidates for this position should also be able to drive the implementation of local facility IT infrastructure environments, processes, tools, and be highly self-motivated.

• Provides support to internal users on a variety of issues related to workplace, including, but not limited do PC usage, email usage, basic networking troubleshooting
• Communicates trends with incoming requests and escalates to management.
• Effectively communicates with internal stakeholders.
• Assists with training, setup and configuration, and documentation of new client deployments
• Documents, tracks, and monitors problems to ensure a timely resolution.
• Identifies, researches, and resolves issues utilizing KB articles.
• Responds to telephone, email, and other requests for software and technical support; escalates urgent problems requiring more in-depth knowledge to appropriate internal resources.
• Maintains hardware usage tracking database by using tools and procedures established.
• Is able to work in evening shift (4:00PM-0:30AM) on scheduled basis.
• Ensures timely user account management according to defined process and SLA terms.
• Troubleshoots problems with computer systems, including troubleshooting hardware and software, network and peripheral equipment problems; makes repairs and corrections where required.
• All other duties as assigned.

Working hours: two weeks a month 8:00AM-5:00PM or 9:00AM-6:00PM; other two weeks 4:00PM-0:30AM

• High school diploma or greater with specified coursework geared toward computer science(applicants from final year of University studies are ok)
• At least 1 year of customer and/or technical support experience, help desk support preferred.
• Proficiency with Microsoft Office, remote desktop support technology (such as WebEx, LANDesk, or GoToMeeting), support desk/bug tracking (JIRA), and inventory management software.
• Strong desktop support skills, including Windows and desktop/laptop hardware.
• Ability to read and understand technical manuals and procedural documentation.
• Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a fast paced environment.
• Strong analytical and problem-solving abilities, with keen attention to detail.
• Excellent English listening, written, and oral communication skills.
• Experience working in a team-oriented collaborative environment.
• Prior experience with Enterprise IT support is preferred.
• Familiarity with JIRA/Confluence tracking solutions is a plus.
• Knowledge of applicable data privacy practices and laws is a plus.