Title: IT Support Technician
Reporting to: Senior IT Administrator
Overview of Role
The IT Support Technician is responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution. Provide user support and customer service on company-supported computer applications and platforms. Troubleshoot problems and advise on the appropriate action. The IT Support Technician should have the ability to identify opportunities within a project that will add value and help successfully accomplish the client’s desired project outcome.
Truth. Trust. Together. Tomorrow.
At RLB, we speak the truth, build for the long term, look out for each other and work to do good. We are driven by outcomes, creating tailored solutions that deliver successful projects. We believe that when we bring together the right people doing things the right way, we make progress for our clients and our communities
RLB is an award-winning international firm, known for providing property and construction consultancy advice at all stages of the construction cycle. Utilizing its many years of experience and professionally trained employees, RLB continues to firmly establish itself as one of the major players in the construction industry throughout the Americas, Africa, Asia, Europe, Middle East, and Oceania. Our employees are involved in a variety of projects across a range of sectors, from sports arenas and healthcare to higher education and convention centers.
As a privately held company, we hire the best people, give them exceptional training, and provide extensive opportunities for professional growth while working on exciting projects and providing an excellent compensation and benefits package.
Essential Functions
· Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
· Respond to requests for technical assistance in person, via phone, electronically
· Write training manuals for new employees and deliver training to users.
· Maintain daily performance of computer systems.
· Respond to email messages or phone calls for customers seeking help.
· Ask questions to determine nature of problem.
· Walk customer through problem-solving process. Track and document issues for follow-up.
· Install, modify, and repair computer hardware and software.
· Redeploy computers.
· Run diagnostic programs to resolve problems.
· Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
· Install computer peripherals for users.
· Follow up with customers timely to ensure issue has been resolved.
· Gain feedback from customers about computer usage.
· Run reports to determine malfunctions that continue to occur and report to the IT Manager.
· Contributes to team performance by collaboration and effective communication.
· Contributes to and understands the clients desired project outcomes, identifies opportunities to add value to accomplish the desired outcomes.
· Adds to team effort by accomplishing other duties as assigned.
The ideal candidate will demonstrate a positive proactive approach to the role, and will be committed to delivering customer service excellence, with good commercial results.
· Bachelor’s degree in information technology, computer science or equivalent.
· Working knowledge of fundamental operations of relevant software, hardware and other equipment
· Knowledge of relevant call tracking applications
· Knowledge and experience of customer service practices
· Related experience and training in troubleshooting and providing help desk support
Physical Requirements and Working Conditions:
Indoor office environment. May require work on site location when necessary.
Equipment used includes computers and standard office machines.
Essential physical tasks include: the ability to work on a computer and the ability to answer and speak on a telephone.