Job Description
We are looking for a proactive and customer-focused Technical Support Analyst to join our IT Support team. The ideal candidate will be a first point of contact for our clients, providing essential technical support and resolving IT issues via phone, email, and onsite visits. The role asks for strong troubleshooting skills, a customer-centric approach, and the ability to communicate technical information clearly to non-technical users. Proficiency in both English and Maltese is essential for effective communication with our diverse client base.
Duties and Responsibilities:
- Work as part of a team to deliver outstanding customer service, adhering to service management principles.
- Take ownership of customer issues, ensuring a collaborative approach to troubleshooting and resolving technical problems.
- Accurately log all support requests in a logging system, ensuring detailed documentation.
- Respond to client inquiries to troubleshoot and resolve hardware and software issues in a timely manner.
- Offer users assistance with computer equipment by providing training and guidance where necessary.
- Collaborate with teammates to escalate and resolve more complex technical issues as necessary.
- Maintain strong communication with both clients and team members, ensuring that issues are resolved efficiently.
Skills / Attributes Required:
- 1st line / helpdesk support experience: Proven experience providing first-line technical support.
- Operating systems: Strong knowledge of Microsoft-based operating systems, particularly Windows 10 and 11.
- Microsoft Office: Proficiency in troubleshooting Microsoft Office applications, especially MS Word, Excel, PowerPoint, and Outlook.
- PC hardware: Basic understanding of PC hardware setup and configuration.
- Networking: Basic networking knowledge, including crimping cables and setting up small LANs.
- Communication skills: Excellent telephone and face-to-face communication skills.
- Service ownership: A proactive approach to owning and resolving issues.
- Language proficiency: Must be fluent in both English and Maltese.
- Driving license: A valid driving license is required for on-site visits.
Desirable Skills (Considered a Plus):
- Additional networking knowledge / experience: Familiarity with advanced networking concepts such as routers, switches, and firewalls.
- Active Directory experience: Hands-on experience working with Active Directory (user accounts, group policies, etc.).
- Certifications: Relevant certifications (e.g., Microsoft 365 Certified: Fundamentals) are beneficial but not mandatory.
- Microsoft 365 Admin experience: Experience managing Microsoft 365 environments, including user accounts, licenses, and group permissions.
- IT asset management: Experience with maintaining IT asset inventories and software licenses.
