POSITION OVERVIEW:

META PC is seeking a skilled and experienced Helpdesk Technician to assist and further develop our Help Desk and service center repair operations. The ideal candidate will possess a strong technical background in computer hardware repair, diagnostics, data recovery, upgrades, remote support, customer service, and ticketing systems (and automation workflows), along with proven abilities to effectively and efficiently resolve a wide range of technical issues.

QUALIFICATIONS:

• Bachelor’s degree in Computer Science, Information Technology, or a related field preferred.
• Proven experience in diagnosing and fixing hardware and software issues.
• Previous leadership or supervisory experience in a technical environment, with a track record of successfully managing teams and driving performance is preferred.
• Strong problem-solving skills and attention to detail, with the ability to effectively troubleshoot and resolve complex technical issues.
• Excellent communication and interpersonal skills, with the ability to interact professionally with team members and customers, including customer escalations.
• Proficiency in computer hardware and software systems, including diagnostic tools, repair software, and help desk systems.
• Ability to work in a fast-paced environment and adapt to changing priorities.

• Repair Operations Management: Manage the day-to-day operations of the repair center, including scheduling, prioritizing tasks, and allocating resources to meet service level agreements (SLAs).
• Technical Support: Provide technical guidance and support to customers and fellow technicians, troubleshooting complex repair issues, and offering solutions to ensure timely resolution.
• Quality Assurance: Implement and enforce quality control measures to maintain the highest standards of repair quality and customer satisfaction.
• Help Desk Training: Identify training needs and opportunities for skill enhancement among technicians, providing coaching and development programs as necessary.
• Help Desk Development: Create automation, macros, troubleshooting walkthroughs, videos and guides, for customers to follow to simplify troubleshooting steps.
• Customer Relations: Act as a point of escalation for customer inquiries and complaints, ensuring prompt and satisfactory resolution.
• Reporting and Analysis: Generate reports on repair center performance, including key metrics such as turnaround time, repair success rate, common issues, and customer satisfaction, and use data-driven insights to optimize operations.