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Technical Support Specialist

1 week ago

Johannesburg, Gauteng, South Africa HCLTech Full time

HCLTech is a leading technology company that provides innovative solutions to clients worldwide.

About the Role

This position is for a Remote IT Service Technician who will provide 2nd line technical support to end-users and assist them with software problems via phone, email, and Remote Desktop Support.

Key Responsibilities
  • Provide timely and effective technical assistance to users experiencing issues with software or hardware.
  • Answer support queries either onsite or via phone or email.
  • Maintain a high level of customer satisfaction through proactive issue resolution and clear communication.
  • Log all calls on the call logging system and maintain full documentation of 2nd line support.
  • Respond to client inquiries and help resolve any software problems.
  • Maintain a log of any software or hardware problems detected.
  • Support users in using computer equipment by providing necessary training and advice.
  • Allocate complex service issues to relevant IT Support team members.
  • Arrange for external vendor support where problems cannot be resolved in-house.
Requirements
  • Fluency in English.
  • Relevant experience in 2nd line Remote Desktop support.
  • Strong knowledge of Microsoft-based operating systems, with emphasis on Windows desktop technologies.
  • Experience using and troubleshooting Microsoft Office (MS Word, Excel).
  • Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, and delegation).
  • Basic understanding of PC hardware setup and application configuration.
  • Excellent telephone manner and face-to-face communication skills.
  • MCP certification would be beneficial.
  • Basic knowledge of Active Directory.