IT TECH SUPPORT – GEM IT Solutions

VACANCY

GEM IT Solutions is a Leading Technology provider in Fiji.
We are looking for dynamic, highly competentand self-motivated persons to join our IT Teamfor the following roles:

•IT Tech Support

 Key Responsibilities:

– Respond to user requests and inquiries regarding hardware, software, network, and other IT-related issues through various communication channels (phone, email, ticketing system).
– Diagnose and troubleshoot a wide range of technical problems, including computer hardware, operating systems, application software, network connectivity, and peripheral devices.
– Provide step-by-step instructions and guidance to users to help them resolve issues independently whenever possible.
– Escalate complex or unresolved issues to the appropriate IT team members or external vendors for further investigation and resolution.
– Document all support activities, including problem descriptions, troubleshooting steps, and resolutions, in the IT ticketing system.
– Maintain detailed knowledge of the organization’s IT infrastructure, software applications, and hardware configurations.
– Assist with the installation, configuration, and testing of new hardware and software, ensuring a smooth onboarding process for users.
– Contribute to the development and maintenance of IT policies, procedures, and user guides to improve the efficiency and consistency of IT support.
– Participate in IT projects and initiatives, as needed, to enhance the organization’s technology capabilities.
– Stay up-to-date with the latest technology trends, best practices, and industry developments to provide effective and informed support.

Qualifications and Skills:

– Associate’s or bachelor’s degree in Computer Science, Information Technology, or a related field.
– Minimum 2-3 years of experience in a technical support or helpdesk role, preferably in a similar industry.
– Proficient in supporting and troubleshooting a variety of operating systems (Windows, macOS, Linux), hardware (desktops, laptops, printers, mobile devices), and software applications.
– Strong problem-solving and analytical skills, with the ability to quickly identify and resolve technical issues.
– Excellent communication and interpersonal skills, including the ability to explain complex technical concepts to non-technical users.
– Proficient in using IT service management tools, ticketing systems, and remote access software.
– Ability to work independently and as part of a team, with a focus on providing high-quality customer service.
– Flexible and adaptable to changes in technology, with a willingness to continuously learn and expand technical knowledge.

Compensation and Benefits:

– Competitive salary commensurate with experience and qualifications.
– Comprehensive benefits package, including health insurance, retirement plan, paid time off, and opportunities for professional development.