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Technical Support Specialist
2 months ago
The position demands a strong emphasis on customer service skills. The individual must demonstrate meticulous attention to detail and possess a proactive mindset towards challenges and opportunities, coupled with a sense of urgency to address customer requirements swiftly and accurately.
Key Responsibilities:- Provide technical assistance by diagnosing and resolving hardware and software issues.
- Guide clients through a series of troubleshooting steps, either in person or via phone, to address problems or configure systems.
- Install and set up computer hardware and software.
- Maintain and update support records and actions in the technical ticketing system, including procedural documentation and relevant reports.
- Adhere to standard procedures and written instructions to rectify faults or establish computer systems.
- Assist in the deployment of new applications, tools, and services.
- Set up new user accounts and profiles, managing password-related issues.
- Respond to incidents and service requests within agreed timeframes.
- Continuously work on tasks until completion or escalate to another team when necessary.
- Prioritize and manage multiple open cases simultaneously.
- Foster positive working relationships with customers and colleagues within the technical team.
- Represent the technical department with professionalism and uphold its values consistently.
Required:
Minimum of 2 years of experience in technical and deskside support. Availability for on-site work during standard business hours.
Preferred Skills:
Proficiency in both PC and Mac environments across various operating systems. Experience supporting Apple hardware and software. Background in collaborating effectively within a team and providing services to VIPs and executives. Ability to manage multiple client priorities and expectations.
- Excellent time management and organizational skills.
- Technical knowledge of IT service management tools.
- Strong experience with remote support tools and A/V equipment.
- Flexibility to provide executive home support and travel to various office locations.
- Outstanding interpersonal and communication skills, both written and verbal.
- Proficient in Microsoft Office Suite and familiar with third-party software installation and support.
- Understanding of basic networking and troubleshooting.
A minimum of an Associate's degree is required. A+ Certification may be accepted in lieu of a degree. A minimum of 2 years of technical support experience is essential.
Work Schedule:This position requires 100% on-site presence during standard business hours.
