Technical Support Specialist
Core
Provide first-line technical support and incident management for SGS affiliates and external clients via phone and remote access.
Role type
Technical Support Specialist (IT Service Desk)
Builds
Incident resolution and information routing for client operations
Domain
Testing, inspection, and certification services
Deliverable
client delivery
Required skills
Incident triage and severity assessment, troubleshooting via remote access, knowledge base management, system performance monitoring, multi-cultural communication, IT literacy
Preferred skills
Microsoft Certified Engineer certification, programming basics
Technologies
MS Office, internet-based applications, remote access tools, tracking tools
Responsibilities
Validate and classify incidents/requests, determine escalation paths, record issues in tracking tools, maintain knowledge database, monitor management system performance, comply with QHSE policies
Seniority
Individual Contributor, entry to mid-level
