Technical Support Specialist
7 days ago
Support end users with technical problems, making sure all cases are resolved in a timely and effective manner and escalating cases when necessary.
Monitor and contribute to the Help Desk Case Management System, making sure all relevant technical support issues are logged and followed to completion.
Answer user inquiries regarding computer software or hardware operation to resolve problems.
Observe and test system functioning to verify correct operations and detect errors.
Document daily transactions, problems and remedial actions taken, or installation activities.
Develop, update, and communicate procedures for common technical support activities.
Assist and collaborate with other Technical Support Specialist, Help Desk and Multimedia Coordinator, Information Services developer and Information Services Engineer on the daily support task and teamwork.
Contribute to and assist with the management of Information Services Knowledge Base which should contain up-to-date documentation about service level agreements and solutions to problems
Collaborate with technical support staff provided by vendors to provide effective customer service to end users.
Generate ideas and implement methods to improve problem resolution.
Improve efficiency and effectiveness of help desk activity by analyzing and proposing recommendations to include checklists, procedures, policies, training, security.
Promote a service-oriented and data-driven culture in the Information Services Department
Embraces the JIS Learning Dispositions of Resilience, Resourcefulness, Relating, and Reflecting
Performs other related duties and assumes other responsibilities as assigned by the Helpdesk Coordinator/Computer Maintenance Manager, including, and not limited to other projects when deemed necessary.
Minimum a bachelor's degree holder in Computer science.
Strong organizational skills
Demonstrated ability to communicate effectively in English and Indonesian, both speaking and writing.
Ability to work collaboratively with members of the Information Services Department
Excellent problem-solving skills
Strong technical skill with a wide range of hardware and software in a cross-platform environment. Having MacOS and IOS platform background is preferred.
Customer-service approach to working with end-users
Clear commitment to Child Protection, safety, service learning and environmental stewardship
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