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IT Support Specialist
Duties and responsibilities:
Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Respond to queries either in person or over the phone.
Respond to email and text messages for users seeking help.
Install, modify, diagnose and repair (if possible) computer hardware and software.
Track requests and issues in enterprise ticketing system and asset database redirecting problems to correct resources.
Properly escalating unresolved queries to the next level of support.
Fluent speaking in Russian and English either in person or over the phone / voice chats.
Good skills in written Russian and English.
Working knowledge of help desk software, ticketing and issue tracking systems, and remote control software.
Good knowledge of setting up, configuring and using both Windows and Mac platforms.
Good knowledge of standard office applications (Antivirus products, MS Office, Adobe products, e-mail clients, etc).
Advanced troubleshooting and multi-tasking skills.
Strong client-facing and communication skills.
High tolerance, responsibility, ability and readiness to work in stressful environment.
Ability to work in shifts and overtime when necessary.
Readiness for trips (both long term and short term).
Customer service orientation.
Working experience in user support area not less then 2 years.
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