WEB MEDIA EXPERTS jobs - IT Support Executive

Responsibilities :

• Research and identify solutions to software and hardware issues

• Diagnose and troubleshoot technical issues, including account setup and

network configuration

• Ask customers targeted questions to quickly understand the root of the

problem

• Track computer system issues through to resolution, within agreed time

limits

• Talk clients through a series of actions, either via phone, email or chat, until

they’ve solved a technical issue

• Properly escalate unresolved issues to appropriate internal teams (e.g.

software developers)

• Provide prompt and accurate feedback to customers

• Refer to internal database or external resources to provide accurate tech

solutions

• Ensure all issues are properly logged

• Prioritize and manage several open issues at one time

• Follow up with clients to ensure their IT systems are fully functional after

troubleshooting

• Prepare accurate and timely reports

• Document technical knowledge in the form of notes and manuals

• Maintain jovial relationships with clients