About Company
tTech Limited is a leading Managed IT Services provider in Jamaica, dedicated to delivering robust and reliable technology solutions to businesses across the island. We empower our clients to achieve their strategic goals by offering world-class IT infrastructure management, cybersecurity services, cloud solutions, and comprehensive technical support. At tTech, we believe in fostering a culture of continuous learning, innovation, and exceptional customer service. We are committed to nurturing talent and providing a supportive environment where our team members can grow their careers and make a tangible impact. Join our dynamic team and be a part of a company that is shaping the future of IT in Jamaica.
Job Description
Are you passionate about technology and eager to kickstart your career in IT support? tTech Limited is seeking a highly motivated and enthusiastic individual to join our team as an Entry-Level Product Helpdesk Advisor in Stony Hill, St. Andrew. This is an incredible opportunity for someone with a foundational understanding of technology, a strong desire to learn, and an unwavering commitment to customer satisfaction.
As a Product Helpdesk Advisor, you will be the first point of contact for our clients, providing essential front-line technical support and guidance for a range of IT products and services. You will play a crucial role in troubleshooting issues, escalating complex problems, and ensuring our clients receive prompt, professional, and effective solutions. We are looking for someone who is not afraid to ask questions, has excellent communication skills, and thrives in a fast-paced, problem-solving environment. While this is an entry-level position, we offer comprehensive training and mentorship to equip you with the knowledge and skills needed to excel. If you’re a natural problem-solver, a great communicator, and ready to embark on a rewarding career in IT, we encourage you to apply and grow with us at tTech Limited.
Key Responsibilities
- Provide first-level technical support to clients via phone, email, and chat for various IT products and services.
- Diagnose and resolve common hardware, software, and network issues following established procedures.
- Accurately document all client interactions, troubleshooting steps, and resolutions in the helpdesk ticketing system.
- Escalate complex or unresolved issues to senior technical staff or specialized support teams.
- Guide clients through step-by-step solutions and provide clear, concise instructions.
- Maintain a high level of customer satisfaction by delivering professional and empathetic support.
- Participate in ongoing training and professional development to stay current with product knowledge and support best practices.
- Contribute to the creation and maintenance of a knowledge base for common issues and solutions.
- Identify trends in customer issues and report them to relevant teams for product improvement.
- Adhere strictly to company policies and procedures regarding data security and client confidentiality.
Required Skills
- High School Diploma or equivalent (CAPE/Associate Degree preferred)
- Strong verbal and written communication skills in English
- Basic understanding of computer hardware, software, and operating systems (Windows, macOS)
- Familiarity with common office applications (e.g., Microsoft Office Suite)
- Excellent problem-solving and analytical abilities
- Customer-centric mindset with a passion for helping others
- Ability to work effectively in a team environment
- Strong organizational skills and attention to detail
- Ability to learn new technologies quickly and adapt to change
Preferred Qualifications
- A+ Certification or other entry-level IT certifications (e.g., Google IT Support Professional Certificate)
- Experience with ticketing systems or CRM software (even in a non-IT capacity)
- Prior customer service experience in any industry
- Basic knowledge of networking concepts (TCP/IP, Wi-Fi)
Perks & Benefits
- Competitive salary and performance incentives
- Comprehensive health and wellness benefits package
- Opportunities for professional development and career advancement
- Mentorship programs and continuous learning initiatives
- Modern and collaborative work environment
- Employee recognition programs
- Paid time off and public holidays
- Company-sponsored team building events
How to Apply
If you are a motivated individual with a passion for technology and customer service, we encourage you to apply! Please click on the application link below to submit your resume and a cover letter detailing why you are the ideal candidate for this entry-level role. We look forward to reviewing your application and potentially welcoming you to the tTech Limited family.