Mercier Consultancy MD is seeking an Information Technology Technician to join the existing team. In this role, you will provide immediate technical support to clients, resolve network and operating system issues, and design IT systems and networks. You will use remote desktop, email, and chat for quick support, and provide detailed instructions or on-site visits for more complex problems.
What You'll Do
- Research and identify solutions to software and hardware issues.
- Diagnose and troubleshoot technical issues, including account setup and network configuration.
- Ask customers targeted questions to quickly understand the root of the problem.
- Track computer system issues through to resolution within agreed time limits.
- Talk clients through a series of actions via phone, email, or chat until an issue is solved.
- Properly escalate unresolved issues to appropriate internal teams.
- Provide prompt and accurate feedback to customers.
- Refer to internal databases or external resources to provide accurate technical solutions.
- Ensure all issues are properly logged.
- Prioritize and manage several open issues at one time.
- Design IT systems and networks ensuring the right architecture and functionality.
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting.
- Prepare accurate and timely reports.
- Document technical knowledge in the form of notes and manuals.
What We're Looking For
- University or College degree in Computer Science, Information Technology, or a related discipline.
- Proven hands-on experience.
- Good understanding of computer systems, mobile devices, and other tech products.
- Ability to diagnose and troubleshoot basic technical issues.
- Familiarity with remote desktop applications and help desk software.
- Excellent problem-solving and communication skills.
- Ability to provide step-by-step technical help, both written and verbal.
Nice to Have
- Additional relevant professional certification.
Benefits & Compensation
- Excellent working environment.
- Commitment to continuous education.
- Competitive salary package.
- Strong development perspectives.
Mercier Consultancy MD is an equal opportunity employer.
