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Technical Support Specialist II

2 months ago


Poquoson, Virginia, United States R3 LLC Full time
About the Role

We are seeking a highly skilled Technical Support Specialist II to join our team at R3 LLC. As a key member of our technical support team, you will be responsible for providing exceptional technical support to our clients, ensuring their IT needs are met with the highest level of service and expertise.

Key Responsibilities
  • Technical Support: Provide timely and effective technical support to clients via phone, email, and other communication channels.
  • Troubleshooting: Perform advanced troubleshooting steps to resolve complex technical issues related to hardware and software problems.
  • Client Communication: Maintain open and transparent communication with clients, keeping them informed of progress and any updates to their technical support requests.
  • Documentation: Log accurate and detailed notes within our ticketing system, ensuring that all client interactions are well-documented and easily accessible.
  • Escalation Point: Serve as a technical escalation point of contact for Level 1 Solution Center Engineers, providing guidance and support as needed.
  • Technology Expertise: Configure and troubleshoot issues related to Windows Server, Active Directory, Windows and Mac OS, laptop and desktop hardware, Anti-Virus, Email Security, and Microsoft 365 Applications.
  • Knowledge Management: Regularly update client documentation to ensure consistent accuracy and relevance.
Requirements
  • Experience: 3-5 years of related experience, ideally in the Managed IT Services industry.
  • Communication Skills: Strong written/verbal communication and customer service skills to consistently maintain a high level of collaboration and interaction with clients and teammates.
  • Problem-Solving: The ability to diffuse potentially difficult situations with angry or unpleasant clients on a regular basis.
  • Decision-Making: Ability to independently make decisions that affect clients without always being able to consult with a supervisor.
  • Adaptability: The ability to deliver excellence and excel in a fast-paced, occasionally high-stress environment.
  • Attention to Detail: A strong attention to detail so work is accurate and complete.
  • Availability: Available to work flexible hours, which may include night shifts and/or weekends.
  • Education: A bachelor's degree in a related field preferred.
  • Technical Certifications: Preferred Technical Certifications: CompTIA A+, Network+, Security+, Microsoft 365, Apple Certified Associate and Apple Certified Support Professional.
What We Offer
  • Competitive Compensation: Competitive wages to reflect your experience and skills.
  • Comprehensive Benefits: Comprehensive medical, dental, and vision insurance plans to keep you and your family healthy.
  • Retirement Plan: 401(k) with company match to help you plan for the future.
  • Flexible Time Off: Flexible time off policies to ensure you maintain a healthy work-life balance.
  • Remote Work Opportunities: Many remote opportunities, allowing you to work wherever you want.
  • Community Involvement: We are committed to creating a positive impact on society and contributing to a better world.
  • Professional Growth: We strive to be better and encourage our employees to do the same by offering training incentives and bonuses to help you and your career grow.