This isn’t just about fixing problems—it’s about delivering exceptional service, building trust with customers, and contributing to the continuous improvement of support processes.
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Hands-on experience supporting both Windows and macOS environments, with the ability to troubleshoot common system-level issues.
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Confident working with cloud-based productivity platforms, including email, file sharing, and collaboration tools.
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Comfortable using and navigating IT ticketing or helpdesk systems to manage, document, and resolve user issues.
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A solid grasp of basic networking concepts, such as connectivity, DNS, and troubleshooting internet-related problems.
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Knowledge of user access and permissions management, including secure login practices and account setup processes.
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Exposure to mobile device configuration and management tools is beneficial, though not essential.
Soft Skills:
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A strong sense of empathy and patience, with the ability to truly listen and understand the customer’s perspective.
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Naturally customer-focused, driven by the desire to help others and deliver a positive experience every time.
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Clear and confident communicator, able to explain technical concepts in simple, human terms.
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Calm under pressure, with a level-headed approach to solving problems, even in fast-paced or high-volume environments.
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Self-motivated and curious, with a genuine enthusiasm for technology and a willingness to continuously improve.
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Collaborative by nature, working well with teammates and other departments to find the right solution.
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Skilled at organising tasks, setting priorities, and following through — especially when juggling multiple issues at once.