Technical support agent

Our client is a leading IT Services company. They specialize in providing professional customized IT solutions to their clients. They are currently looking to hire a Technical Support Agent to join their team of highly skilled professionals. The successful candidate will be responsible for attending and catering to client technical issues, configurations, and installment of Information Technology (IT) software and hardware.

Job Responsibilities

Install and configure computer hardware operating systems and applications

Troubleshoot technical issues and develop effective solutions

Stay up to date of the latest advancements in technology, protocols, and best practices

Troubleshoot, diagnose, and resolve hardware, software, and other network and system problems

Replace faulty hardware devices when required

Support clients through a series of actions, whether onsite, or remotely; to help set up systems &/or troubleshoot system and network problems, diagnosing and solving hardware/software faults

Follow documented procedures & Diagrams- written instructions for regular processes (setup/fault repair) and intervene in suggesting new processes to be finalized at a senior level

Respond within agreed time limits to call-outs

Ensure the task is followed up rigorously until professional completion (or refer to third parties, when required)

Ensure the appropriate running function in the relocation of clients, when needed

Complete server checks and ensure that they are appropriately running.

Ensure IT Inventory are in line, including a Visio representation mapping for each client

Communicate efficiently with clients to explain the actual issue and its variables and to attain relative client requirements

Carry out daily client systems checks, reporting to the direct senior where necessary

Have the will to follow specialized training to further develop the required skills as per agreed upon training path, or as per company request and with respect to the employee’s professional and technical predisposition

Improve and provide quality customer service, perception, and satisfaction.

Ensure fast turnaround of customer requests.

Report appropriately and transparently on the reporting platforms provided by the Department.

Communicate and reciprocate team efforts and collaborate with team members accordingly to ensure high quality service.

Escalate service requests that cannot be scheduled within agreed service levels.

Escalate upselling opportunities to the seniors and Department manager

Requirements

BA/BS degree

Major in computer science, business administration or a related field is an advantage

1-4 years of IT customer service experience

Basic computer and operating system knowledge.

Strong interpersonal skills such as telephone skills, communication skills, active listening and customer care.

Ability to multi-task and adapt to changes quickly

Strong organization and administrative skills that ensure proper data management and quick and accurate entry of service request details

Research skills and complete understanding of support tools, techniques, and how technology is used to provide services.

Strong problem solving and analytical skills.

Proficient in the English. Greek is a plus.