Experienced Tech support agent

We are seeking a skilled and proactive IT Technical Support Administrator to join our team and provide exceptional technical assistance to our organization’s employees and clients. As an IT Tech Support Admin, you will be responsible for resolving hardware, software, and network-related issues, maintaining system stability, and ensuring smooth IT operations. Your ability to communicate effectively and deliver top-notch customer service will be crucial in this role.

Responsibilities:

Help Desk Support:

Must have experience in google drive and excel.
Respond to incoming IT support requests via email, phone, or ticketing system promptly and professionally.
Troubleshoot and resolve hardware and software issues related to desktops, laptops, printers, mobile devices, and other peripherals.
Assist users in setting up new hardware and software applications, ensuring they are functioning correctly.
Network and System Maintenance:
Monitor and maintain the network infrastructure, including routers, switches, and access points, to ensure optimal performance and security.
Perform regular system backups and ensure data integrity to prevent loss of critical information.
Install and configure software updates, patches, and security fixes across various systems.
User Account Management:
Create and manage user accounts, permissions, and access levels in accordance with company policies and security standards.
Assist in onboarding new employees, ensuring they have the necessary IT resources and access to start their work smoothly.
Technical Documentation:
Maintain accurate records of IT assets, hardware configurations, software licenses, and user documentation.
Create and update technical manuals and knowledge base articles for common issues and resolutions.
Troubleshooting and Issue Resolution:
Identify and diagnose technical problems, both hardware and software related, and resolve them efficiently.
Escalate complex issues to senior IT staff or vendors when necessary, while actively following up to ensure timely resolution.
IT Security:
Adhere to IT security protocols and actively participate in security awareness training for employees.
Monitor for potential security breaches and promptly report any suspicious activities to the appropriate channels.
Continuous Improvement:
Stay up-to-date with the latest IT trends, technologies, and best practices, and apply that knowledge to improve IT processes and services.
Suggest and implement improvements to enhance the overall IT infrastructure and support services.
Qualifications:

Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
Proven experience in IT technical support and administration.
Solid understanding of computer systems, networks, hardware, and software applications.
Proficiency in operating systems (Windows, macOS, Linux) and common office software.
Familiarity with Active Directory, Microsoft Exchange, and other directory services.
Excellent problem-solving skills and the ability to think analytically.
Strong communication and interpersonal skills, with a customer-oriented approach.
Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plus.
Ability to work independently and collaboratively as part of a team.
High level of professionalism and confidentiality when handling sensitive information.
Join our dynamic IT team and play a vital role in ensuring smooth IT operations and delivering top-notch technical support to our organization. Apply now and be part of our growing and innovative company!