Tech Support Specialist
About The Position
The Tech Support Specialist is a critical role in WSI Technologies’ Support and Service division. We prioritize delivering exceptional experiences (both internally and externally), which means this role requires technical proficiency, a problem-solving mentality, and excellent customer service skills. We are seeking a customer-focused, technically skilled Tier 1 Tech Support Specialist to join our team. This role will provide technical support and ensure the smooth operation of our clients' remote hardware and software systems. Key role attributes include outstanding problem-solving abilities, effective communication, strong interpersonal skills, patience, a customer-centric attitude, and the capacity to thrive in a collaborative team environment.
Requirements
- Excellent customer service and soft skills.
- Collaborative and accountable team player.
- Technically savvy with an appreciation for process and automation.
- Strong written and verbal communication abilities.
- Ability to multitask and prioritize several work streams simultaneously.
- Desire to learn, grow, and share knowledge across the organization.
- Proficient with Windows OS; CompTIA certification or willingness to pursue certification preferred.
- Ability to follow and create processes, documentation, and guide clients respectfully through triage.
Nice To Haves
- Previous experience in Tier 1 technical support or IT helpdesk roles.
- Familiarity with remote monitoring and management (RMM) tools.
- Experience supporting public safety or mission-critical systems.
Responsibilities
- Provide phone and email technical support while meeting service level agreements.
- Thoroughly document troubleshooting efforts and communication within the ticketing system.
- Perform first-line triage on all customer issues.
- Monitor the ticket queue and proactively take ownership of tickets.
- Perform remote system upgrades, health checks, and site documentation as needed.
- Follow triage checklists to identify and correct system issues.
- Assist other groups with support-adjacent requests as needed.
- Create and edit documentation for internal and external knowledge base.
Benefits
- Health, dental, and vision coverage, paid time off, and more.
- High Autonomy, High Impact: Operate with independence and make a meaningful impact on client operations.
- Career Growth: Opportunities to develop technical expertise and take on additional responsibilities.
- Culture of Learning: Strong commitment to professional growth and continuous improvement.
- Collaborative, Entrepreneurial Environment: Work closely with dedicated professionals across teams—no two days are the same.
- Comprehensive Benefits & Perks: Health, dental, and vision coverage, paid time off, and more.
- Employee Events & Team-Building: Opportunities to connect and collaborate across the organization.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
1,001-5,000 employees
