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Open nowPosted 528 days ago

IT Technical Service Representative

Outcess48 open roles

Where
Lagos, Nigeria
Work mode
On site
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Your applicationOpen nowIT Technical Service RepresentativeOutcess · Lagos, Nigeria

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Outcess's own form.

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The clock on this job

Early applications get read.

15.1% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.4%1 day
  2. 6.5%3 days
  3. 15.1%7 days
This job: posted 528 days ago

The posting

Job Overview:

We are seeking a skilled and customer-focused IT Technical Support Representative to join our remote team. In this role, you will play a critical part in supporting end users, resolving technical issues, and ensuring a smooth user experience across a range of hardware and software platforms. You will be the first line of technical assistance, helping customers understand and troubleshoot their systems, applications, and tools. This role demands both technical proficiency and exceptional communication skills, as you'll need to explain solutions clearly and empathetically to users of all levels of tech understanding.

The Ideal Candidate:

The ideal candidate is a tech-savvy problem-solver who thrives in a fast-paced environment and can translate complex technical concepts into clear, user-friendly language. You are patient, proactive, detail-oriented, and able to manage multiple inquiries at once. You bring a passion for helping others, strong troubleshooting skills, and a collaborative attitude. You are comfortable working remotely and are self motivated with excellent time management.

Key Responsibilities:

• Respond to customer inquiries via phone, email, or chat, offering courteous and professional support.

• Diagnose and resolve hardware, software, network, and connectivity issues.

• Provide step-by-step guidance for users to resolve issues or use features effectively.

• Maintain accurate logs of customer interactions, troubleshooting steps, and resolutions in a ticketing system.

• Collaborate with engineering, sales, and customer success teams to escalate and resolve complex issues.

• Perform basic system testing and diagnostics to ensure optimal product performance.

• Provide product-related updates and proactively notify users of system changes or scheduled maintenance.

• Monitor and identify recurring issues and report trends or bugs to supervisors or development teams.

• Contribute to the development of knowledge base articles, FAQs, and support documentation.

• Stay current on product updates, industry tools, and technology trends to provide accurate information.

Job Category:

Customer Support

Skill Sets Required / Preferred

Qualification and Skills:

• High school diploma or GED required; Associate’s or Bachelor’s degree in IT, Computer Science, or related field preferred.

• CompTIA A+ or equivalent certification is a strong plus.

• 2+ years of experience in a technical support or help desk role.

• Ability to work independently in a remote environment with minimal supervision.

Technical Skills Required:

• Proven experience in technical or IT support, help desk, or service desk environments.

• Proficiency in troubleshooting Windows, macOS, and Linux operating systems.

• Knowledge of network protocols, TCP/IP, VPNs, DNS, firewalls, and remote access tools.

• Familiarity with support ticketing systems (e.g., Zendesk, Freshdesk, Jira).

• Understanding of Active Directory, Office 365, G Suite, and common enterprise tools.

• Experience supporting mobile devices, printers, and peripheral hardware.

• Basic scripting knowledge (e.g., PowerShell, Bash) is a plus

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