TAGMATIX360
IT Support Specialist
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Minimum years of experience: Total Yrs of Experience - 8+, Relevant Yrs of Experience - 4+
Job Description:
- Provide technical support to client employees and contractors in person
- Provide high level of customer service and professionalism in accordance with client policies, practices, and expectations
- Diagnose and troubleshoot technical issues according to client expectations
- Document issues, troubleshooting steps, and resolutions in ticketing system
- Advocate for the customer. Own the issue and facilitate technical support from the initial contact to resolution
- Escalate unresolved complex issues to appropriate support teams
Skills Required:
- Excellent customer service skills
- Strong troubleshooting and problem resolution skills with the ability to probe, isolate, and diagnose problems without scripted documentation
- Excellent English-language oral and written communication skills
- Excellent time management and multi-tasking skills
- Flexibility and adaptability to thrive in a dynamic, highly-demanding, constantly changing environment
- Ability to maintain composure and customer-service focus in stressful situations
- Motivation and ability to work as part of a distributed team
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Technical Skills:
- Conceptual understanding of IP networking and basic network troubleshooting skills
- Conceptual understanding of multi-tiered and web-based information systems architecture
- Experience providing hardware and software technical support for Macs, iOS devices, Apple Watch, and Apple TV
- Experience troubleshooting macOS and iOS operating systems
- Experience using an IT service management or CRM system for tracking technical support cases
- Experience using a knowledge base system
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Mandatory Skills:
- 5 days a week on-site, from client office at Central London.
- Punctuality and attendance; no more than 2 occurrences per month on average
- Customer satisfaction surveys (CSAT) 98% or higher
Desired Skill:
- Conceptual understanding of IP networking and basic network troubleshooting skills
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