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IT Technical Support (Assistant Team Lead)

$ 2,800 - $ 3,300 / month

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  • Act as a point of escalation for complex technical issues, troubleshooting and resolving advanced hardware, software, and network problems.
  • Assign, prioritize, and delegate service requests and technical issues, ensuring they are addressed in a timely manner within defined Service Level Agreements (SLAs).
  • Provide direct technical assistance to end-users in troubleshooting hardware, software, and network-related issues
  • Monitor and track ticket progress, ensuring all incidents and requests are logged and resolved efficiently in the ticketing system.
  • Ensure proper documentation of IT processes, technical procedures, and solutions to enable efficient troubleshooting and knowledge sharing.

Requirements:

  • Diploma in Information Technology or its equivalent;
  • Have at least 3 years of IT Technical Support experience, including a minimum of 1 year in a leadership role.
  • Possess ITIL Foundation
  • Knowledge of IT networking with understanding of TCP/IP internetworking fundamentals, and good command of Windows Desktop OS, Microsoft Office suite and e-mail support;
  • The ability to handle Level 2 support;
  • Hands-on knowledge on DHCP, file/print services, registry modification, VB scripting, and use of other desktop tools would be essential;
  • Good communications skills
  • Ability to work independently with minimal supervision; rotating shift work and deliver results within short notice.