Job Description
The IT Support Technician provides the first level of support for users in the Global region, collaborating with the Ria Global IT Support Team based in the US and Madrid. Serving as the initial point of contact, this position demands a professional consulting mindset, prioritizing business solutions and internal user support. The role involves interaction with all levels of the company.
Responsibilities
- Work as an APAC IT Support Team member to collaboratively resolve technical issues.
- Serve as the first point of contact with first level of troubleshooting for users seeking technical assistance for Global region.
- Determine the best solution based on the issue and details provided by users.
- Respond to and log all inquiries received from users via telephone, email, or ticketing tools.
- Keep well documented and updated case notes on all tickets daily.
- Provide day to day updated communication to users on outstanding ticket status.
- Ask and gather intelligent questions about the user's business and accurately record in ticketing system.
- Identify, analyze, troubleshoot, and resolve users service requests.
- Properly escalate tickets to a higher level of support as necessary including service that exceeds skills level, reasonable repair time, lack of parts, or any other issue that could impact user satisfaction.
- Maintain inventory of user-owned equipment in the office for repair and ensure it is completed in a timely manner.
- Provide first level support including troubleshooting basic issues with computer hardware, network/internet connectivity, email, and software applications as well as completing users requests for password and user account administration based on documented procedures.
- Manage multiple cases at one time.
- Setup and configure new computers based on documented procedures.
- Rebuild, repair, and/or upgrade computers based on documented procedures.
- Create and maintain user-related documentation.
- Identify and suggest possible improvements to procedures and resolution.
- Assist on Technical Procurement process.
- Rotational shift and able to work on Public Holidays & weekends.
Qualifications
- Candidate must possess at least a Bachelor's / College Degree in Computer Science and equivalent.
- With 2-3 years overall IT Support / help desk experience.
- Proven experience as a help desk technician or other User support role
- Good understanding of IT technical and system
- Ability to diagnose and resolve basic technical issues.
- Proficiency in English
- Excellent communication skills
- User-oriented and cool-tempered
