Deskripsi Pekerjaan
Join Reed Elsevier, a global leader in information and analytics, and become a vital part of our IT support team in Quezon City. We are seeking a dedicated and detail-oriented Technical Support Representative to provide exceptional end-user support. In this role, you will be the first point of contact for our clients, ensuring they have the technical tools and stability they need to succeed. You will be responsible for installing, configuring, and troubleshooting desktop systems, workstations, and various network issues. If you are passionate about technology, enjoy solving complex problems, and want to work in a prestigious multinational environment, we encourage you to apply.
As a Technical Support Representative, you will bridge the gap between our users and technical solutions. Your day will involve responding to helpdesk tickets, diagnosing hardware and software malfunctions, and delivering top-tier customer service. We offer a collaborative culture where your growth is supported by industry experts. This is an excellent opportunity to advance your career in IT support within a stable and innovative organization.
Tanggung Jawab
- Provide first-level technical support and troubleshooting for hardware and software issues via phone, email, or in-person.
- Install, configure, and maintain desktop computers, peripherals, printers, and network equipment.
- Diagnose and resolve end-user connectivity issues, including Wi-Fi, LAN, and VPN problems.
- Manage software updates, patches, and license compliance for end-user devices.
- Document all incidents, solutions, and resolutions accurately in the ticketing system.
- Assist in the deployment of new workstations and facilitate the user onboarding process.
- Collaborate with senior IT staff to escalate and resolve complex technical issues.
Kualifikasi
- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
- Proven experience as a Technical Support Representative, Help Desk Specialist, or Desktop Support Engineer.
- Strong knowledge of Windows operating systems (10/11) and troubleshooting methodologies.
- Basic understanding of networking concepts, including TCP/IP, DNS, and Active Directory.
- Excellent verbal and written communication skills to interact with diverse internal users.
- Ability to work independently and manage multiple tickets efficiently in a fast-paced environment.
- Customer-focused attitude with a strong passion for problem-solving.