Technical Support Specialist

Job Description

We are seeking a dedicated Technical Support Specialist with a passion for problem-solving and customer service. You will be responsible for troubleshooting hardware and software issues, ensuring optimal system performance, and enhancing user satisfaction through effective communication.

Responsibilities

• Serve as the first point of contact for customer technical inquiries.
• Manage high-volume support requests efficiently.
• Continuously enhance personal technical knowledge to improve service quality.
• Coordinate with vendors for equipment and service replacements.
• Support system upgrades and migrations as needed.
• Develop best practices for service and support operations.
• Actively participate in troubleshooting and problem resolution initiatives.

Requirements

Education

• Bachelor's degree in Computer Science or related field
• IT-related certifications are a plus

Experience

• 3+ years of relevant support experience

Technical Skills

• Networking
• Virtualization

Soft Skills

• Analytical thinking
• Team Collaboration

Certifications

• ITIL Foundation
• Cisco Certified Network Associate (CCNA)

Languages

• English: Fluent
• Zulu: Basic

Advantageous

• Experience with help desk software: Proficient in using help desk software such as Zendesk or Freshdesk.
• Understanding of IT security principles: Knowledge of cybersecurity practices and protocols.

Benefits

• Comprehensive health insurance
• Retirement savings plan with matching contributions
• Remote work options available
• Ongoing professional development

Company Culture

• Inclusivity: Our workplace embraces diversity and inclusion, welcoming individuals from all backgrounds.
• Personal Development: We prioritize personal and professional growth through continuous learning opportunities.
• Community Engagement: We encourage our staff to participate in community service and volunteer initiatives.