Technical Support Specialist
About The Position
The Support Technical Specialist II is a staff position that provides technical support assisting end-users with their day-to-day technical issues. This role acts as the initial contact for all end-users that need technical support, answering the support phone, creating new or updating existing tickets, and responding to tickets assigned as appropriate. Tickets may involve systems, networking, and various other technical issues. The specialist will clearly communicate technical solutions in a user-friendly professional manner and assist senior technicians as needed, while following defined procedures and policies to resolve recurring issues. More sensitive or complex end-user problems will be escalated or involve senior technicians.
Requirements
- Basic understanding of desktop operating systems, various software applications and PC/Server/Network hardware.
- Basic understanding of principles and theories of network systems and management.
- Basic understanding of Internet technologies and products.
- At least one year of technical work experience or equivalent education.
- Use of personal phone through Multi-factor authentication is required.
Nice To Haves
- Three or more years of technical work experience.
- One or more relevant technical certifications (e.g., A+, Network+ and Security+).
Responsibilities
- Provide technical software, hardware, and network problem resolution to customer end-users by performing question/problem diagnosis and guiding users through step-by-step solutions in a call center environment.
- Act as the initial contact for all end-users that need technical support.
- Answer the Support phone, create new or update existing tickets, and respond to tickets assigned as appropriate.
- Clearly communicate technical solutions in a user-friendly professional manner and assist senior technicians as needed.
- Follow defined procedures and policies to resolve recurring issues.
- Escalate or involve senior technicians on more sensitive or complex end-user problems.
- Perform related work as required.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
