Part-time Desktop Support Technician (2 days / week)

Working under the supervision of an Inspiroz Account Director, you will interact regularly with our remote technical support team and various client contacts.

Give your IT career a boost and be a part of our enduring success story!

Key responsibilities for this position include the following:

• Take the lead in resolving technical issues that require on-site support.
• Manage on-site installation, repairs, and maintenance for workstations, network equipment and peripheral devices.
• Conduct thorough troubleshooting to identify the root cause of problems.
• Assist with projects on an as-needed basis, collaborating with project teams and stakeholders as required.
• Act as the liaison between on-site operations and the remote IT support team in India.
• Communicate technical issues and requirements to the remote team accurately and clearly.
• Provide detailed information and documentation to facilitate remote troubleshooting and support.
• Works closely with the remote service desk team to resolve technical issues.
• Stay up-to-date with the latest technology trends, advancements, and best practices in the education sector.

• Communicates updates, challenges, and tasks to the client in a clear and timely manner.
• Listens actively to client concerns and addresses them appropriately.
• Establishes and maintains strong relationships with clients, fostering a sense of trust and partnership.
• Assists clients in aligning technology solutions with their specific goals and requirements.
• Ensures client satisfaction by following up on issue resolution and providing necessary support.
• Takes personal interest in the quality of work and meeting customer needs.
• Demonstrates professionalism and clarity in written communication, ensuring accuracy and attention to detail in all email interactions.
• Responds to emails within two hours during business hours and ensures timely responses to after-hours emails or requests, as per the company's communication policy.’

• Accurately and diligently tracks time spent on-site using ConnectWise Manage's time entry feature.
• Regularly updates ticket statuses and provides clear and concise notes for effective communication and collaboration.
• Follows the company's established workflow procedures, including ticket creation, assignment, and resolution processes in ConnectWise Manage.
• Conducts a thorough review of assigned tickets for the next day before the end of the current shift to prepare effectively.

Requirements

Candidate Qualifications:

Experience: The successful candidate should have at least 1-2 years’ experience in Tier 1 and 2 technical support.

Knowledge, Skills, and Abilities:

The successful candidate will have:

Knowledge of:

• Windows Systems
• Mac Systems
• Active Directory
• Networking equipment and concepts
• Hardware repairs and installations

Skills:

• Excellent customer service skills
• Excellent hands-on technical support skills
• Excellent verbal and written communication skills

Abilities:

• Ability to demonstrate passion for technology, innovation, troubleshooting, and making a difference.
• Ability to adapt to changing situations, be flexible in approach, and effectively multitask.
• Ability to self-motivate and work independently when required, taking initiative and ownership of tasks.
• Ability to assess own limitations, recognize when to ask for help, and effectively collaborate with others.

Benefits

More about Inspiroz:

More information on the company can be found at http://www.inspiroz.com.