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Support Technician

3 months ago

Worcester, United States Machado Consulting Full time
Job DescriptionJob DescriptionSalary: $50K- $65K

Basic Function and Scope of Responsibilities: The Support Technician is the first point of contact for clients experiencing IT issues. This role requires a high level of customer service and technical knowledge to assist clients effectively. The technician will be responsible for:


Principal Responsibilities:

-          Providing first-level contact and conveying resolutions to customer issues.

-          Properly escalating unresolved queries to the next level of support.

-          Tracking, routing, and redirecting problems to correct resources.

-          Updating customer data and producing reports.

-          Walking customers through problem-solving processes.

-          Following up with customers, providing feedback, and seeing problems through to resolution.

-          Utilizing excellent customer service skills and exceeding customers’ expectations.

-          Ensuring proper recording, documentation, and closure.

-          Recommended procedure modifications or improvements.

-          Preserving and growing your knowledge of help desk procedures, products, and services.

-          Perform software installations, address basic application and OS problems.

-          Build out new customer laptops and desktops to their specifications

-          Provision accounts for new client employees.


Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.


Desired Qualities

-          Excellent communication skills.

-          Customer-oriented and cool-tempered.

-          Ability to diagnose and resolve basic technical issues.

-          Proficiency in English.

-          Excellent problem-solving and multitasking skills.

-          Customer service orientation.

-          Team player with a strong desire to assist and improve customer experience.

-          Patience and understanding when dealing with difficult situations.


 

Experience

-          Proven experience as a help desk technician or other customer support role.

-          Tech-savvy with working knowledge of office products, Windows operating systems, and remote access.

-          Good understanding of computer systems, mobile devices, and other tech products.

-          Ability to diagnose and resolve basic technical issues.

-          Understanding of computer networking and basic network devices and concepts.

-          Breadth of exposure to customer line of business applications.

-          Experience working with MSP time tracking, support, and automation tools.

 

The above statements are intended to describe the general nature and level of work being performed by persons assigned to this position. They are not intended to be an exhaustive list of all associated responsibilities, skills, efforts, or working conditions. Machado Consulting, Inc., reserves the right to change, amend, add, delete, and otherwise assign any and all duties, responsibilities, and position titles as it deems necessary to meet the needs of the business.