Position: IT TECHNICIAN.
Deadline: 16 Oct 2023.
Date posted: 02 Oct 2023.
Location:Dar es Salaam.
Description:
Job Details
A Customer-Facing IT Technician plays a crucial role in providing technical support and assistance to customers or end-users. This role involves troubleshooting and resolving technical issues, delivering exceptional customer service, and ensuring a positive customer experience.
Key Responsibilities
- Technical Support: Provide first-level technical support to customers via various communication channels, such as phone, email, chat, or in person.
- Issue Resolution: Diagnose and resolve hardware and software problems, including but not limited to desktops, laptops, printers, and software applications.
- Troubleshooting: Identify and troubleshoot network connectivity issues, system errors, and other technical problems, following established procedures and protocols.
- Customer Communication: Communicate technical solutions clearly and effectively to customers, both in technical and non-technical terms, ensuring a high level of customer satisfaction.
- Documentation: Document customer interactions, issues, and resolutions accurately in a ticketing system or CRM software. Maintain detailed records of customer support activities.
- Hardware and Software Installation: Assist with the installation, configuration, and maintenance of hardware and software systems.
- Remote Support: Provide remote assistance to customers, guiding them through technical processes and solutions when necessary.
- Customer Education: Educate customers on best practices, security measures, and preventive maintenance to reduce the recurrence of technical issues.
- Escalation: Escalate complex issues to higher-level support or specialized teams when necessary, following established escalation procedures.
- Customer Feedback: Gather feedback from customers to assess their level of satisfaction and identify areas for improvement in service delivery.
- Training and Documentation: Stay updated on new technologies and products. Create and maintain user-friendly documentation and self-help resources.
- Inventory Management: Assist in managing and tracking IT inventory, including hardware and software licenses.
Qualifications & Skills
- A bachelor's degree in information technology, computer science, or a related field.
- Proven experience as a customer-facing IT technician or a similar role.
- Strong knowledge of hardware, software, and operating systems, including Windows and macOS.
- Familiarity with network concepts, protocols, and troubleshooting.
- Excellent communication and customer service skills, with the ability to convey technical information to non-technical users.
- Problem-solving skills and the ability to work under pressure.
- Patience, empathy, and a customer-focused mindset.
- Proficiency in using remote support tools and IT service management (ITSM) software.
- IT certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician, etc.) are a plus.
- Strong organizational skills and attention to detail.
- Ability to work independently and as part of a team.
- Willingness to learn and adapt to new technologies and methodologies.