Technical Support Specialist
3 weeks ago
As a Technical Support Specialist, you will deliver essential assistance to end users by diagnosing and resolving both software and hardware issues.
Key Responsibilities
Respond to and assess incoming requests via telephone, voicemail, and email from customers encountering difficulties with hardware, software, networking, and other technology-related concerns.
Evaluate whether the issue stems from hardware components or network modifications.
Manage the recognition, investigation, isolation, resolution, and follow-up of routine customer inquiries, escalating more complex issues to supervisors or technical teams.
Assist in generating standard statistical reports, including help desk incident summaries.
Contact software and hardware vendors to request service for defective products.
Contribute to the creation and/or revision of user training manuals and procedures.
Support the development of training materials, including exercises and visual aids.
Provide on-site or classroom training for users on software and hardware, or recommend external contractors for training needs.
Install personal computers, software applications, and multifunction printers.
Participate in special projects or other assigned duties as needed.
Qualifications
A college degree or technical certification in a relevant field is preferred.
1-2 years of experience in desktop support is required.
Candidates must obtain CompTIA A+ certification within six months of hire.
CompTIA Net+ Certification is advantageous.
Strong understanding of core operating systems such as Windows and macOS, including installation and configuration processes.
Familiarity with hardware components and their functions, as well as major desktop components.
Experience with Print Management systems is beneficial.
Excellent verbal (especially telephonic) and written communication skills.
Outstanding customer service abilities, including effective follow-up to ensure issue resolution.
About Sharp Electronics Corporation
Sharp Electronics Corporation is committed to providing innovative technologies and services, including advanced workflow and managed IT solutions. We are an equal opportunity employer, welcoming diversity in our workforce and fostering an inclusive work environment.
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