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Technical Support Specialist

2 months ago

Indianapolis, Indiana, United States EXOS TALENT Full time
Technical Support Specialist

EXOS Talent is expanding its internal support practice, and we're seeking highly skilled Technical Support Specialists to join our team. As a Technical Support Specialist, you will play a critical role in providing exceptional technical support to our end-users, ensuring timely and efficient resolution of complex technical issues.

Key Responsibilities:

  • Provide technical support to end-users via phone, email, or in-person
  • Identify, diagnose, and troubleshoot complex technical issues related to hardware, software, and network systems
  • Diagnose and resolve complex technical problems related to servers, network infrastructure, and security systems
  • Install, configure, and maintain desktops, laptops, printers, mobile devices, and other IT equipment
  • Maintain and monitor computer networks, servers, and storage systems
  • Ensure compliance with security and data protection policies and procedures
  • Work closely with other IT teams to identify and resolve technical issues that may impact end-users
  • Work with other IT team members to implement new technology solutions and upgrades
  • Keep accurate and up-to-date documentation of IT systems and procedures
  • Escalate technical issues to Tier 3 support and vendors as needed, ensuring timely resolution of the problem
  • Continuously expand technical knowledge and skills through self-education and training opportunities
  • Maintain a high level of customer satisfaction by providing effective solutions and exceptional customer service
  • Participate in on-call rotation
  • Collaborate with other members of the IT team on projects and initiatives

Requirements:

  • Minimum of 2-5+ years of experience in an IT support role, with a focus on Tier 1 and Tier 2 technical support
  • Strong technical skills in hardware, software, and network systems, including Microsoft Windows and Office, macOS, iOS, and Android platforms, network technologies, and hardware troubleshooting
  • Experience with networking concepts and protocols, including LAN/WAN, VPN, DNS, DHCP, TCP/IP, and wireless networks
  • Experience in troubleshooting hardware, software, and network systems
  • Excellent analytical and problem-solving skills
  • Excellent verbal and written communication skills
  • Ability to work independently and as part of a team
  • Familiarity with ITIL and Service Management concepts
  • Exceptional customer service skills, with a focus on delivering timely, efficient, and effective solutions
  • Ability to work independently, as well as part of a team
  • Excellent customer service and interpersonal skills with the ability to communicate technical information to non-technical users
  • Experience working with ticketing systems and maintaining accurate documentation
  • Ability to work independently and manage multiple tasks simultaneously while meeting deadlines