IT Support Technician - Tier 1

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Written by AI from the job title and company, not by Angi, so some details may not match this job. The employer's own page has the real description.

Job Overview

The IT Support Technician - Tier 1 at Angi is responsible for providing first-level support to users experiencing technical issues. The successful candidate will be tasked with troubleshooting hardware and software problems, answering queries, and guiding users through step-by-step solutions. This role is critical in ensuring the efficient functioning of IT systems and maintaining user satisfaction through effective communication and problem resolution.

Job Responsibilities

• Respond to incoming support requests via phone, email, and chat in a timely manner.
• Diagnose and resolve technical hardware and software issues.
• Assist users in setting up and configuring their devices and applications.
• Document incidents and service requests in the ticketing system.
• Escalate unresolved issues to Tier 2 support or relevant departments as necessary.
• Maintain an organized inventory of IT equipment and software licenses.
• Conduct training sessions for users on new technologies or system updates.
• Collaborate with the IT team to enhance existing processes and improve support services.

Qualifications

• Associate's degree in Computer Science, Information Technology, or a related field preferred.
• Minimum of 1 year of experience in an IT support role.
• Proficient in Windows and macOS operating systems.
• Strong troubleshooting skills for both hardware and software issues.
• Familiarity with network protocols and basic networking concepts.
• Excellent verbal and written communication skills.
• Able to work independently and as part of a team.

Technologies & Tools

The IT Support Technician - Tier 1 will utilize various technologies and tools including but not limited to Windows and macOS operating systems, ticketing systems (such as Zendesk or ServiceNow), remote desktop software (such as TeamViewer or AnyDesk), and various office productivity applications. Familiarity with basic networking tools and protocols will also be essential to effectively resolve user issues.

Ideal Candidates

Ideal candidates for the IT Support Technician - Tier 1 position at Angi are individuals who demonstrate a strong customer service orientation, exhibit patience, and possess the ability to communicate complex technical information in an easily understandable manner. They should be proactive in identifying and resolving issues, showing a commitment to continuous learning and improvement. Furthermore, a positive attitude towards teamwork and collaboration, along with a keen interest in technology, will significantly contribute to their success in this role.