IT Support Technician

See Yourself at Telix

We are looking for a highly motivated and customer-focused IT Support Technician to join our IT support team. In this role, you will be the first point of contact for all technical support requests from end-users. You will provide initial support, troubleshooting, and problem resolution for hardware, software, network, and application issues. This is an excellent opportunity for someone looking to start their career in IT and gain valuable experience in a dynamic and fast-paced environment.

Key Accountabilities:

• Respond to incoming calls, emails, and service desk tickets from end-users regarding IT issues and requests.
• Provide first-line support for hardware, software, network, and application issues.
• Troubleshoot and resolve basic technical issues related to desktop, laptop, printers, and other peripherals.
• Escalate complex issues to higher-level support teams as necessary.
• Document all support activities, including problem resolution and steps taken, in the service desk ticketing system.
• Assist with user account management tasks, such as password resets, account unlocks, and access provisioning.
• Follow established procedures and guidelines to ensure consistent and high-quality service delivery.
• Maintain a high level of customer satisfaction by providing timely and effective support.
• Participate in team meetings, training sessions, and continuous improvement initiatives.
• Monitor and update ticket status to ensure timely resolution and closure.
• Assist with the deployment and setup of new hardware and software as needed.

Education and Experience:

• Previous experience in an IT support or customer service role.
• Basic understanding of computer hardware, software, and networking concepts.
• Strong problem-solving skills and ability to troubleshoot technical issues effectively.
• Excellent communication skills, both verbal and written.
• Strong customer service orientation and a positive attitude.
• Ability to work independently as well as part of a team.
• Familiarity with ticketing systems, such as ServiceNow, Jira, or similar, is a plus.
• Basic knowledge of Windows and Mac operating systems.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.

Key Capabilities:

• Inclusive mindset: Demonstrate an understanding and appreciation for diversity, and actively work to create an inclusive environment where everyone feels valued and respected
• Creativity and innovation: Possess a willingness to think outside the box and come up with unique and creative solutions to challenges
• Commitment to excellence: Take pride in your work and consistently strive for excellence in everything you do
• Results-oriented: Driven to achieve goals and objectives, with a strong focus on delivering measurable results
• Ethical behavior: Act with integrity and demonstrate a commitment to ethical behavior in all interactions with colleagues and stakeholders
• Adaptability: Comfortable working in a dynamic environment, able to adjust to changing priorities, and willing to take on new challenges
• Strong communication skills: Able to communicate effectively with colleagues and stakeholders at all levels, using clear and concise language
• Collaboration: Work effectively as part of a team, actively sharing knowledge and expertise to achieve common goals
• Resilience: Demonstrate the ability to bounce back from setbacks and persevere in the face of challenges
• Continuous learning: Show a commitment to ongoing learning and professional development, continually seeking out opportunities to expand your knowledge and skills