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Technical Support Specialist

2 months ago

Minneapolis, United States EQ Holdings Inc. Full time

** Technical Support Specialist**

**Job Category****:** Customer Service/Tech Support **Requisition Number****:** TECHN01116 Showing 1 location **Job Details**

**Description**

The Technical Support Specialist is responsible for assisting customers by providing phone/email support and troubleshooting of computer hardware, including desktops, notebooks, servers, storage systems, and related software.

**Essential Duties and Responsibilities include the following (Other duties may be assigned):**

* Demonstrates commitment to core values by leading, acting and behaving in a manner consistent with these values.

* Maintain a high standard of customer satisfaction while following Equus policies, procedures and warranties.

* Research, resolve, and respond to various customer inquiries received via telephone, e-mail, and voicemail in a timely and accurate manner.

* Use troubleshooting techniques and/or remote access to identify technical issues, investigate root causes, and resolve customer hardware and/or software issues.

* Maintain working knowledge of companys products, applications, and services.

* Collaborate with internal departments to ensure that technical support issues are properly addressed.

* Create internal case, RMA, and service request transactions to ensure timely support of customers hardware technical issues and Equus warranty SLAs.

* Document daily tasks in our computer tracking system and assist in documenting resolutions to maintain internal knowledge base.

* Document trouble-shooting procedures, current status, and resolutions for all contacts.

* Provide communication and document progress on all escalated issues to management and other support teams.

* Provide outstanding customer-centered quality support and service, ensuring the highest levels of customer satisfaction.

**Essential Education, Skills and Experience:**

* AA or other 2 year technical degree in related discipline and 3+ years experience in a technical support environment with direct customer contact and prior experience building, upgrading, and troubleshooting systems; or equivalent combination of education and experience required.

* Additional technician certification such as, A+, Network +, Security + and MCSE preferred.

Thorough knowledge about hardware, software, network and server related issues and basic key boarding skills required. Familiarity with Windows operating systems required.

* Strong sense of customer/solution ownership, an overall drive for excellence, and a proven ability to manage concurrent customer issues to successful completion.

* Detailed troubleshooting, customer service, organization, and communication skills are essential.

* An ability to perform a variety of tasks under pressure, often changing assignments on short notice is required. Also required is an ability to handle customers with tact and patience.

* Server hardware, software, and RAID configuration knowledge is required.

* Windows server administration and support is a requirement. Linux server administration and support and VMWare familiarity is highly desirable.

* Requires flexible schedule for possible shift changes and after-hours, weekend, and holiday on-call support.

**Qualifications**

**Skills**

**Behaviors**

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**Motivations**

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**Education**

**Experience**

**Licenses & Certifications**

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)