Tech Support Agent

Description

A Tech Support Agent will serve as the first point of contact for employees and stakeholders

seeking technical assistance. You will be responsible for managing support tickets, providing

timely resolutions to low-level technical issues, and coordinating with internal teams when

necessary. Additionally, you will assist HR with account management tasks, help set up and

maintain company hardware and software, and participate in shift rotations (including night

shifts) to ensure 24/7 coverage.

Responsibilities

1. Ticket Management & Timely Response

• Monitor and respond to internal and external stakeholders’ support tickets

promptly.

• Prioritize tickets based on urgency and impact on business operations.

2. Basic Technical Troubleshooting

• Identify and resolve low-level technical or programming issues (e.g., simple

scripting or code fixes).

• Escalate complex problems to higher-level support or development teams if

needed.

3. Account Creation & HR Support

• Assist HR by creating and managing user accounts in systems/tools where HR

does not have the necessary permissions.

• Ensure proper documentation of new accounts and track any associated

permissions or privileges.

4. IT Requests & Hardware/Software Management

• Support employees with day-to-day IT requests: laptop formatting, software

installation, and configuration, resolving network connectivity issues, etc.

• Maintain accurate records of hardware inventory, software licenses, and user

setups.

5. Shift Work & Availability

• Participate in a rotating shift schedule, including night shifts, to ensure

around-the-clock coverage.

6. Requirement Translation & Escalation

• Identify issues that require higher-level technical intervention and clearly

articulate them into technical requirements for the development team.

• Collaborate closely with the tech and development teams to expedite resolution

and provide timely updates to stakeholders.

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Requirements

1. Computer and IT experience

2. Basic programming knowledge in any programming language

3. Strong problem-solving skills

4. Attention to detail

5. Proficiency in English