Technical Support Specialist

Our fast-growing company needs a Technical Support Specialist who can provide installation, maintenance, and support service for multiple customer networks. Primarily in-house support responsible for working tickets of varying degree of difficulty on our service desk. The position provides fast and useful technical assistance on computer systems. You are the frontline of our service desk organization. An excellent help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution at times to non-technical users. They must also be customer-oriented and patient to deal with difficult customers. The goal is to create value for clients that will help preserve the company’s 25-year reputation and business.

Responsibilities:

  • First point of contact for customers seeking technical assistance
  • Installing and upgrading software, implementing file backups
  • Configuring systems and applications in Mac OS and Windows environment
  • Perform troubleshooting through diagnostics and customer interviews
  • Determine the best solution based on the issue and details provided
  • Walk the customer through the problem-solving process
  • Escalate, if needed, unresolved issues to the next level of support personnel
  • Document and record customer queries and provide solutions
  • Logs incidents and service requests and maintains relevant records
  • Identifies and classifies incident types and service interruptions
  • Records incidents cataloging them by symptom and resolution
  • Follow-up and update customer status and information
  • Identify and suggest possible improvements on procedures
  • Create and update support documentation to improve future troubleshooting efforts

Requirements:

  • 3+ years of helpdesk experience troubleshooting and diagnosing basic technical issues
  • 1+ year of Android & iOS mobile familiarity
  • Technical knowledge of Windows desktop & laptop hardware in a business environment
  • Technical knowledge of Apple hardware and iOS/MacOS operating systems for business
  • Technical understanding of cloud technologies- AWS, Azure, & google cloud platform
  • Technical knowledge of networking including routers, switches, and wireless
  • Effective Planning & Organizing skills
  • 2+ years of Active Directory support
  • 1+ years of Window Server familiarity
  • 1+ year of Exchange and/or Office 365 support
  • Virtualization technology with VMWare or Hyper V
  • Linux support
  • VoIP Telephony
  • Reliable transportation
  • Available for on-call shift
  • Strong problem solving efficiency
  • Effective communication & documentation skills
  • Customer-oriented and cool-tempered
  • Uphold company core values and standard with all customers

Education and Certifications

  • High School Diploma or Equivalent
  • A+, MCP, or CCENT desirable