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Junior IT Support Technician
Quality Digital. Log, monitor, and manage Level 1 and Level 2 support tickets .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing Level 1 and Level 2 support tickets while providing exceptional user support through voice and chat channels. Proficient in troubleshooting hardware, software, and network issues, with a focus on improving service delivery and user experience.
Highest-signal resume keywords
Helpdesk ExperienceService Desk ToolsPOS Systems KnowledgeTicketing Systems FamiliarityVoice And Chat Support Tools
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Network TroubleshootingComputer TroubleshootingSoftware TroubleshootingHardware TroubleshootingOperating Systems KnowledgeMicrosoft Office ProficiencyService Metrics MonitoringProcedure ManagementKnowledge Base ContributionSupport Script Creation
Soft Skills
User Experience FocusProblem-SolvingCommunication SkillsCollaboration
Tools & Technologies
Service Desk SoftwareTicketing SystemsPOS SystemsVoice Support ToolsChat Support Tools
Industry Keywords
Retail SupportTechnical SupportCustomer ServiceOperational ProcessesSupport Metrics
About the role
Key responsibilities & impact- Log, monitor, and manage Level 1 and Level 2 support tickets
- Provide support to retail stores with systems, point-of-sale (POS) systems, processes, operational questions, promotions, and store organization
- Assist users via voice and chat channels
- Identify and resolve issues, striving to deliver the best possible user experience
- Route and escalate tickets when necessary
- Monitor service and productivity metrics, ensuring quality and achievement of targets
- Consult, use, and contribute to updating the knowledge base
- Create and update procedures, support scripts, and solutions for recurring issues in the KCS portal
- Work with support teams to identify opportunities to improve processes and service delivery
Requirements
What you’ll need- High school diploma
- Knowledge of network, computer, software, and hardware troubleshooting
- Familiarity with Service Desk tools
- Knowledge of operating systems and Microsoft Office
- 5-on/2-off schedule (7 hours 12 minutes per day), working various shifts between 8:00 a.m. and 8:00 p.m.
- Previous experience in Helpdesk, Service Desk, technical support, or customer service is a plus
- Knowledge of ticketing systems is a plus
- Familiarity with Windows, networks, and peripherals is a plus
- Experience with POS or retail systems is a plus
- Knowledge of voice and chat support tools is a plus
- Familiarity with knowledge bases and procedure management is a plus
- Experience monitoring service metrics is a plus
Benefits
Comp & perks- An environment conducive to learning and professional growth
- Performance reviews and feedback to support continuous development
- Meal and/or food allowance
- Medical and dental insurance
- Pharmacy discount program for prescription medications
- Childcare assistance in accordance with company policy
- Partnership with SESC, offering cultural and leisure activities
- Partnerships for language and technology courses, as well as access to an online learning platform
- Payroll-deducted loans at attractive rates
- Financial education program
- Corporate University and learning paths
- Referral program with opportunities for prizes and bonuses
- Group life insurance