Technical support agent

The main mandate of the technical support agent is to troubleshoot and resolve problems related to mechanical failures, failures and / or failures of computer hardware, software failures, network and user problems.

Main tasks highest paid freelance jobs

• Respond to initial inquiries received by phone or email and manage relatively simple hardware, software or network problems and diagnose failures;

• Recognize the most difficult problems and pass them on to the support team at the higher level;

• Solve more complex problems that require in-depth knowledge of systems and applications;

• Decide whether to produce an incident file or a work order regarding problems that require checking a user's workstation;

• Research the most complex problems and resolve them when staff at other levels cannot;

• Identify and analyze trends in problem reporting and develop preventative solutions;

• Establish a mentoring relationship with help desk staff regarding analysis and resolution of hardware and software issues.

Training

According to My Techno Career, you can opt for a college diploma or an attestation of college studies in computer science or a related discipline, or a professional studies diploma in computer support.

Skills

All help desk staff should have excellent problem solving, communicating and interacting skills. Customer satisfaction, patience and the ability to work in a team are among the qualities sought.

They should have in-depth technical knowledge of IT, including the company's various equipment, software and network systems. Employers' requirements depend on the level of the position held within the helpdesk.

Salary

At Statistics Canada, the minimum hourly wage is set at $ 15.65 and can reach a maximum of $ 39.25. The average is $ 26.25 an hour.