Blue Pearl Consulting is a boutique management consulting firm with a focus on helping businesses achieve sustainable competitive advantages. Mission: To be fanatical about solving problems and delivering superior solutions to our clients that maximize bottom line results. Vision: To be the go-to trusted partner for our clients, providing strategies and actionable solutions that position them for sustainable growth. Values: Integrity - We do the right thing, without compromise and without regards to consequences.
Job Description
- We are seeking a Level 1 Field Support Officer (FSO) to provide on-site technical support and assistance to end-users, ensuring smooth operation and prompt resolution of technical issues.
- The FSO will respond to support requests, troubleshoot hardware and software issues, and escalate more complex problems as needed.
- This role is ideal for someone with strong interpersonal skills and a foundational understanding of IT support.
Key Responsibilities
Technical Support and Troubleshooting:
- Provide first-level technical support for hardware, software, and network issues to on-site users.
- Diagnose and resolve technical issues related to desktops, laptops, printers, and mobile devices.
- Assist with basic troubleshooting for network connectivity issues and escalate more complex network issues to higher-level support.
Incident Response and Escalation:
- Log all support requests and incidents in the helpdesk system, documenting resolutions and any follow-up actions.
- Escalate unresolved issues to Level 2 or Level 3 support teams when necessary, ensuring a timely and efficient resolution.
- Communicate effectively with users regarding issue status, expected resolution times, and follow-up actions.
Installation and Configuration:
- Set up and configure workstations, peripherals, and software applications for new and existing users.
- Perform basic installation, configuration, and updates of software and operating systems.
- Maintain an inventory of IT assets and ensure all equipment is accounted for and tracked.
Customer Service and End-User Training:
- Provide excellent customer service to end-users, ensuring a positive support experience.
- Educate users on basic troubleshooting steps and promote best practices for IT usage.
- Assist users with questions regarding software applications, basic functionality, and IT policies.
Documentation and Reporting:
- Maintain accurate and detailed records of support activities, incidents, and resolutions.
- Generate routine reports on support requests, incident resolution times, and customer satisfaction.
- Contribute to knowledge base articles and documentation for common issues and solutions.
Qualifications
- Education: High School Siploma or equivalent; a certification in IT support (e.g., CompTIA A+, ITIL Foundation) is a plus.
- Experience: 1+ years of experience in IT support or a customer-facing technical support role.
- Technical Knowledge: Basic knowledge of Windows and macOS operating systems, Microsoft Office Suite, and common desktop hardware.
Skills and Competencies
Technical Skills:
- Basic troubleshooting knowledge for hardware and software.
- Familiarity with remote support tools and ticketing systems.
- Understanding of network basics and IP configurations is a plus.
Soft Skills:
- Strong customer service orientation with effective communication skills.
- Ability to work independently and manage time effectively.
- Problem-solving mindset with attention to detail.
Method of Application
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