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Technical Support Specialist
2 months ago
Technical Support Specialist
Fully remote position, candidates must reside within a specified distance from the designated area.
Key Responsibilities
- Providing assistance through various channels including phone, email, and chat.
- Addressing technical issues related to software and hardware.
- Utilizing tools such as Windows, Active Directory, and ServiceNow.
- Managing and resolving service requests efficiently.
Role Overview
We are seeking dedicated Technical Support Specialists to assist internal staff of a financial services organization through incoming support requests. Specialists will receive comprehensive training on internal systems and will be tasked with managing a ticketing system while troubleshooting various technical challenges faced by employees. Common inquiries may involve password resets, connectivity issues, and application support.
The initial phase of the role includes compliance training, followed by an instructor-led virtual training session. Upon completion, specialists will transition into their scheduled shifts to begin handling support requests.
Daily Activities
- Responding to incoming support requests via phone and chat, providing solutions for credential management and system configuration.
- Leveraging existing knowledge resources to identify known solutions and implement effective workarounds.
- Exhibiting strong communication skills while processing information in a customer-centric manner within a fast-paced environment.
- Assessing issues and utilizing escalation procedures to resolve or forward incidents requiring additional expertise.
- Assisting with password management, remote access inquiries, software installations, and peripheral setups.
- Troubleshooting common Microsoft software products, including Windows 10, O365, and Teams.
- Understanding and supporting Virtual Desktop Infrastructure and mobile devices.
Qualifications
- Dependability and consistent attendance are crucial for this position.
- Initial training will be structured, followed by a designated shift schedule.
- Flexibility in working hours is essential during the onboarding process.
- Exceptional customer service skills are required for interactions via phone, email, and chat.
- Ability to collaborate effectively with individuals at all organizational levels and adapt to change.
Work Environment
- Remote team structure with a focus on internal customer support.
- Business casual dress code in a collaborative atmosphere.
Compliance and Requirements
- Background checks are mandatory.
- Prior IT experience is preferred.
- Availability to work without conflicting educational commitments.
About TEKsystems:
TEKsystems is a leader in technology services and workforce solutions, partnering with clients to drive transformation and leverage new opportunities. With a global presence and a team of dedicated professionals, we collaborate with organizations to facilitate change and enhance operational efficiency.
As an equal opportunity employer, TEKsystems welcomes applications from all qualified individuals without regard to race, gender, age, or any other characteristic protected by law.
