Technical Support Specialist

• Take ownership of customer issues reported and see problems through to resolution
• Research, diagnose, troubleshoot and identify solutions to resolve Mobile devices and system issues
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• You have experience working with customers, in either “first-line” or “second-line” support
• Ability to provide step-by-step technical help, both written and verbal

• Providing technical assistance and support related to computer systems, hardware, or software to clients, end users, and the organization they work for.
• Monitor, respond to and document all service support requests and resolutions via telephone or email to support clients
• Responding to queries, running diagnostic programs, isolating problems, and determining and implementing solutions.
• Manage equipment inventory, including booking out of replacement parts, as well as arranging collection and return of faulty goods.
• A good understanding of MS Windows, installation and configuration of Windows drivers and troubleshooting of general technical issues of products
• Coordinating with and providing support to remote field operatives, client IT personnel and contractor IT personnel as required.
• Completing administrative aspects of the role whilst striving to identify and eliminate errors.
• Install, configure, and maintain any related hardware.
• Tear down, rebuild, repair and refurbish hardware and goods for redeployment.

• You will need excellent customer service and communication skills.
• Ability to diagnose and resolve hardware, firmware and software issues relating to all products
• Be well-versed in all aspects of computer systems configuration, set up, and maintenance.
• Hands on approach to PC hardware and basic system building skills.
• Mechanical and electrical aptitude will be an advantage.
• Demonstrate analytical skills and an ability to troubleshoot and think independently.
• Knowledge of basic networking.
• Knowledge of Linux based operating systems would be advantageous but not essential
• Diagnosing and troubleshooting hardware and software issues affecting mobile devices and other products
• Performing maintenance and updates to ensure optimal software/hardware performance.

LogicMelon