Technical Support Specialist
Nile River State Information Center
Total years of experience :10 years, 10 Months
Responsibilities:
Leading Technical Support the center.
Troubleshoot network connectivity issues and ensure smooth data transmission.
Educate users about security best practices Team at and conduct security audits.
Ensure secure and efficient remote access for users working outside the office.
Testing software performance.
Updating any new software.
Installing software.
Providing support to the employees at the center.
Performing regular maintenance checks to see if everything is in working in order.
Setting up any new employees with the appropriate setup.
Testing and evaluating new technology.
Responsibilities:
(1) Providing technical assistance and support to end-users for hardware, software, and systems.
(2) Logging and tracking support requests through a ticketing system. This includes creating, updating, and closing tickets in a timely manner while ensuring accurate documentation of the issue and resolution steps.
(3) Resolving technical issues efficiently and effectively, either by providing guidance to end-users over the phone, email, or chat, or by remotely accessing their systems to troubleshoot and fix problems.
(4) Delivering excellent customer service by maintaining a courteous and professional manner when interacting with end-users.
(5) Continuously updating and maintaining a knowledge base or documentation repository with solutions to common technical issues, troubleshooting steps, and best practices.
(6) Providing basic training and guidance to end-users on how to use IT systems, software applications, and tools effectively.
(7) Escalating unresolved or complex technical issues to higher-level support teams or management as needed.
(8) Monitoring IT systems, networks, and infrastructure for any signs of issues or abnormalities.
(9) Assisting with the installation, configuration, and maintenance of software applications and updates on end-user devices.
(10) Enforcing security policies and procedures to protect IT assets, data, and systems from unauthorized access, malware, and other security threats.
(11) Maintaining accurate records and documentation of support activities, including incident reports, resolution steps, and system configurations.
Responsibilities:
Take customer calls and provide accurate, satisfactory answers to their queries and concerns.
De-escalate situations involving dissatisfied customers, offering patient assistance and support.
Call clients and customers to inform them about the company’s new products, services and policies.
Guide callers through troubleshooting, navigating the company site or using the products or services.
Review customer or client accounts, providing updates and information about billing, shipping, warranties and other account items.
Collaborate with other call center professionals to improve customer service.
Help to train new employees and inform them about the company’s customer management policies.
Post-graduate diploma in Information Technology at Information Technology.
First division - Second Class.
