TheHive Looking for Technical Support Officer at Remote

TheHive; United States; Remote; USD 10,000 - 60,000; Full time

Job summary

An established industry player is seeking a motivated Technical Support Officer to join their dynamic team. This role is pivotal in diagnosing and resolving hardware and software issues, acting as the first point of contact for users in need of technical assistance. You will manage IT systems, install and configure hardware, and provide exceptional customer support. If you thrive in a fast-paced environment and enjoy solving problems, this opportunity offers a chance to make a significant impact while working with cutting-edge technology. Join a collaborative team that values initiative and flexibility, and help enhance user experiences across the organization.

Qualifications

• 1-3 years of experience in a customer-focused technical support role.
• BSc in Computer Science or related field is required.

Responsibilities

• Diagnosing and resolving hardware/software faults for users.
• Installation, configuration, and maintenance of IT systems.
• Providing timely feedback and support to customers.

Skills

Hardware & software diagnosis

Customer support

Service desk tools

Active directory administration

Problem-solving skills

Interpersonal skills

Education

BSc in Computer Science/Engineering

Graduate degree (preferred)

Tools

Remote desktop applications

Help desk software

Job description

Technical Support Officer

A prominent company is looking for a highly motivated, energetic and skilled candidate to fill the role of a Technical Support Officer.

JOB PURPOSE

This role involves diagnosing hardware or software faults and resolving the issues. The incumbent will manage, maintain, and repair IT systems. He/she acts as the first point of contact for users who need technical support. The incumbent will work to resolve issues and escalate unsolved problems to the relevant support teams.

RESPONSIBILITIES AND DUTIES

• Installation & configuration of a company’s computer hardware operating systems and applications.
• Maintenance and monitoring of computer networks and systems.
• Logging the queries of customers and employees.
• Analysis of call logs to discover any underlying issues or trends.
• Diagnosing and solving hardware or software faults.
• Testing and evaluating new technology.
• Performing electrical safety checks on the company’s computer equipment.
• Responding to call-outs in a timely fashion.
• Following instructions, either written or in diagram form, to set up a system or fix a fault.
• Identifying hardware and software solutions.
• Troubleshooting technical issues.
• Diagnosing and repairing faults.
• Resolving network issues.
• Installing and configuring hardware and software.
• Speaking to customers to quickly get to the root of their problem.
• Providing timely and accurate customer feedback.
• Talking customers through a series of actions to resolve a problem.
• Following up with clients to ensure the problem is resolved.
• Receive, manage, prioritize, escalate, close and communicate about errands from users and vendors.
• Replacing or repairing the necessary parts.
• Supporting the roll-out of new applications.
• Providing support in the form of procedural documentation.
• Managing multiple cases at one time.
• Testing and evaluating new technologies.
• Conducting electrical safety checks on equipment.
• Ensure quality in tickets, knowledge articles and self-service.
• Quickly identify when issues are more complex and gather appropriate information to triage to more senior instances.
• Author, edit and publish quality knowledge base content to improve self-service resources.
• Assist with the implementation of agreed remedies and preventative measures.
• Provide input and help out to identify areas of improvement that could increase user experience and reduce reported issues.
• Identify and suggest how to improve way of working in the support and run processes to serve users more efficiently and better.
• Proficiently and consistently resolve basic issues for all supported solutions.

KNOWLEDGE AND SKILLS

• Writing case notes and error logs.
• Hardware & software diagnosis.
• Basic knowledge service desk tools.
• Knowledge of administration in active directories (e.g. users, computers, security groups and distribution lists).
• Attention to detail and good problem-solving skills.
• Excellent interpersonal skills.

QUALIFICATIONS AND EXPERIENCE

• BSc. In Computer Science/Engineering or a related field.
• Preferred graduate degree.
• 1-3 years of relevant experience in a customer focused position involving technical knowledge in IT or IT helpdesk functions or in Application support.
• Experience with remote desktop applications and help desk software.

DESIRED ATTRIBUTES AND BEHAVIOURAL COMPETENCIES

• Collaboration, transparency, safety, and trust.
• Good written and verbal communication.
• Ability to communicate well with others.
• Initiative.
• Flexibility.

SPECIAL CONDITIONS

• Excellent time management. The incumbent needs to be able to produce the design in the given timeline.
• Occasional long hours; if the design is not produced isn’t of good quality or produced in a timely manner.

FUNCTIONAL RELATIONSHIPS

• External: Strategic partners Internal: Executive & Senior Management, Growth team leadership and marketing intelligence teams, Product team, Technology team, Operations team.

PERFORMANCE CRITERIA

• Timeliness and responsiveness.
• Execution of goals by agreed timeframe.
• Deliver exceptional customer and business results.

Job Types: Full-time, Contractual / Temporary

Salary: From ₹50,000.00 per month

Schedule: