Technical Support Specialist
2 weeks ago
We are seeking a dedicated Technical Support Specialist to join our dynamic team at Merge IT LLC. This position involves providing exceptional support to our clients, ensuring their IT systems run smoothly and efficiently.
Contract Details:
- 3-6+ month contract with potential for extension or permanent placement based on performance.
- Onsite role with a focus on collaboration and teamwork.
- Background and drug screening will be conducted.
Key Responsibilities:
- Respond promptly to customer inquiries and issues via various communication channels.
- Document all interactions and resolutions for future reference.
- Maintain detailed records of inventory and support activities.
- Collaborate with service providers to resolve issues that affect client productivity.
- Provide clear verbal and written updates on ongoing support cases.
- Follow company policies and standards diligently.
- Build and nurture relationships with vendors and service partners.
- Monitor and assess support needs proactively.
- Create and maintain system documentation as necessary.
- Assist in scheduling support for engineering projects.
Qualifications:
- Strong sense of urgency and commitment to customer satisfaction.
- Positive attitude and resilience in a fast-paced environment.
- Professional demeanor and appearance.
- Ability to work collaboratively within a team.
- Excellent communication and interpersonal skills.
- Experience with a variety of technologies and services.
- Advanced troubleshooting skills for multiple operating systems.
- Solid understanding of networking principles, including TCP/IP, Microsoft Exchange, and Active Directory.
- Ability to work independently and manage projects effectively.
- Attention to detail and ability to prioritize tasks.
- Capable of lifting and transporting IT equipment.
Daily Activities:
- Manage incoming support calls and assist users effectively.
- Review ticket queues and prioritize outstanding issues.
- Ensure coverage by checking team members' availability.
- Monitor aging tickets and follow up as necessary.
- Reassign or escalate tickets based on urgency and complexity.
Why Join Merge IT?
At Merge IT, we pride ourselves on our talented team of professionals who are dedicated to delivering top-notch IT solutions to our esteemed clients. We foster a culture of growth and collaboration, ensuring that our employees thrive in their careers. We are committed to diversity and inclusion, creating an environment where everyone can succeed.
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