• Respond promptly and effectively to incoming support requests from clients and internal stakeholders via various channels such as email, phone, and ticketing system. 

• Troubleshoot and resolve technical issues related to software applications, system configurations. 

• Document all support interactions, including the nature of the issue, troubleshooting steps taken, and solutions provided, ensuring accurate and detailed records. 

• Problem Diagnosis and Resolution: 

• • Analyze technical problems, identify root causes, and implement effective solutions in a timely manner to minimize downtime and disruption.

  • Collaborate with cross-functional teams, including developers and system administrators, to escalate and resolve issues requiring deeper investigation or specialized expertise. 

• Customer Communication and Satisfaction: 

• • Communicate technical information clearly and concisely to non-technical users, guiding them through troubleshooting steps and ensuring understanding.

  • Proactively follow up with clients to ensure issue resolution and gather feedback on support experiences, striving to exceed customer expectations and maintain high satisfaction levels. 

• Continuous Improvement: 

• • Identify recurring issues or trends in support requests and propose improvements to products, processes, or documentation to prevent future occurrences and enhance overall system reliability.

  • Stay updated on industry best practices, emerging technologies, and product updates to continually improve technical knowledge and proficiency.

• Bachelor's degree in Computer Science, Information Technology, or related field preferred. 

• Proven experience in a technical support role, preferably in a software or technology-driven environment. 

• Excellent communication skills, both verbal and written, with the ability to convey technical concepts to non-technical users effectively. 

• Familiarity with help desk software, ticketing systems, and remote support tools. 

• Active Directory. 

• Organizational Unit management; 

• System Center Configuration Manager (SCCM). 

• Configure and Manage Windows devices locally. 

• Windows Deployment. 

• Basic Windows Functionalities. 

• Customer-focused mindset with a commitment to delivering high-quality support services and achieving customer satisfaction goals. 

• English – Minimum B2. 

What can we offer you?

• Competitive salary
• 13th-month salary guarantee
• Performance bonus
• Professional English course for employees
• Premium health insurance

Due to the high volume of applications we receive, we are unable to respond to every candidate individually. If you have not received a response from GFT regarding your application within 10 workdays, please consider that we have decided to proceed with other candidates. We truly appreciate your interest in GFT and thank you for your understanding.