Technology Support Associate

Technology Support Associate

Information Technology Outsourcing (ITO)

IT Products & Services

Job Family:
Technology Support

Job Role:
Technology Support Associate

Indicative Role Titles:
Technology Support Executive, Technology Support Analyst, IT Helpdesk Executive, Technical Support Executive

Role Description:
The jobholder is responsible to provide technical support to clients by installing, configuring and fine-tuning software and servers and performing system backups/recovery as well as respond, diagnose and resolve customer issues.

Required Interactions:

Internal Stakeholders:

-Line manager
-Team Members

External Stakeholders:
-End Users

Job Accountabilities:
-Ensure smooth operation of computer systems by monitoring and troubleshooting computer systems
-Investigate, diagnose and solve any basic software/hardware, network, system faults
-Monitor queues for technical support ticket misroutes, unresolved or those requiring deeper investigation
-Install and configure computer hardware operating systems and applications

Technical Competencies:

-Customer Support (Technical)
-Data Entry & Documentation

Personal Characteristics:
-Analyzes Information
-Applies Technical Knowledge
-Focuses on Customers
-Solves Problems
-Focuses on Process and Quality
-Writes with impact,
-Behaves Flexibly

Qualifications & Training:

Essential Qualification:

-Technical Diploma holder in IT Support or Graduation in any field

Indicative Certifications & Trainings:

-Training on Customer Service, English Language, MS Office

Indicative Years of Experience:
-0-1 year of work experience/internship in relevant areas

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