Technical Support Specialist II
3 weeks ago
We are seeking a highly skilled IT professional to fill the role of Technical Support Specialist II.
- Troubleshoot complex technical issues and provide timely support to clients, ensuring minimal disruption to their operations.
- Develop strong relationships with clients through effective communication, empathy, and problem-solving skills.
The ideal candidate will possess excellent technical skills, including knowledge of ticketing software, remote system access, Active Directory, Virtualization, Microsoft Windows/Servers, Networking, AzureAD, and Microsoft 365.
Key Responsibilities:
- Provide technical support onsite or via phone to clients, prioritizing issues based on urgency and impact.
- Maintain established ticket SLAs and CSAT scores, continuously improving processes to optimize client satisfaction.
- Document all activities, projects, and tickets in real-time using the ticketing system.
- Monitor the ticket gateway and designated queues, proactively addressing potential issues before they escalate.
- Evaluate and escalate issues as needed, collaborating with vendors to resolve outage issues efficiently.
Why Choose Path Forward IT?
We offer a collaborative work environment that fosters growth, training opportunities, and career development. Our benefits package includes comprehensive insurance coverage, retirement savings, paid time off, and other perks that support your well-being.
Estimated Salary: $72,000 - $92,000 per year, commensurate with location and experience.
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