Technical Support Specialist

4 weeks ago


New York, New York, United States New Era Technology company Full time
Job Summary:

The System Support Technician will handle escalated technical issues from Tier 1 support, providing advanced troubleshooting and problem resolution. This role requires a deep understanding of IT systems, excellent communication skills, and a customer-focused approach, along with providing on-site support for top-level executives.

Key Responsibilities:
  • Technical Support: Address and resolve escalated technical support tickets from Tier 1 support, ensuring timely and effective solutions.
  • Troubleshooting: Diagnose and troubleshoot hardware, software, and network issues, utilizing remote tools and on-site visits as necessary.
  • Collaboration: Work closely with Tier 3 support and other IT teams to resolve complex issues, ensuring seamless communication and problem resolution.
  • Documentation: Maintain detailed records of support requests and resolutions in the ticketing system, ensuring accurate and up-to-date information.
  • Base: Develop and update technical documentation and knowledge base articles to assist both customers and support staff.
  • Customer Interaction: Communicate effectively with clients to understand their technical issues, provide updates, and ensure a high level of customer satisfaction.
Requirements:
  • Education: Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
  • Experience: Minimum of 2 years of experience in IT support or a similar role, with a proven track record of resolving complex technical issues.
  • Technical Skills: Proficiency in Windows and Mac operating systems, strong understanding of network troubleshooting and configuration, and familiarity with ITIL processes and best practices.
  • Certifications: Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator) are a plus.
Work Context:

Travel could range from 0% - 25% for business meetings. Communicates regularly with peers, colleagues, and senior leadership. Communicates with business leaders, discerns key issues, and recommends solutions.

Below is the pay range of this position for considered candidates based on qualifications and experience. Pay Range $38-$40 USD



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