Must-Have Skills (Core Competencies) • Technical Troubleshooting: Strong foundational knowledge of Operating Systems • Helpdesk Software & Tools: Familiarity with ticketing systems (e.g., Jira, Zendesk) and remote desktop tools (e.g., AnyDesk, TeamViewer) • Communication & Interpersonal Skills: Excellent verbal and written English, with the ability to explain complex technical solutions simply to non-technical users. • Customer Service Orientation: Patience, empathy, and a highly professional demeanor when dealing with frustrated or confused users. • Problem-Solving & Diagnostics: Ability to ask targeted diagnostic questions and logically eliminate common issues. Good-to-Have Skills • IT Framework Knowledge: Understanding of IT service frameworks like ITIL. • System Administration Basics: Basic Active Directory (AD) knowledge for account/password management. • Certifications: Industry-recognized credentials.
