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Technical Support Specialist
2 months ago
**Job Summary**
AHU Technologies Inc is seeking a highly skilled Technical Support Specialist to join our team. The ideal candidate will have 6-10 years of experience in providing technical support and troubleshooting skills.
Key Responsibilities:
- Respond to and diagnose technical issues through discussion with users.
- Ensure a timely process through which problems are controlled, including problem recognition, research, isolation, resolution, and follow-up steps.
- Supervise operation of the help desk and serve as a focal point for customer concerns.
- Provide support to end users on a variety of technical issues.
- Identify, research, and resolve technical problems.
- Respond to requests for technical support.
- Document, track, and monitor problems to ensure timely resolution.
- Provide second-tier support to end users for PC, server, or mainframe applications or hardware.
- Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
- Simulate or recreate user problems to resolve operating difficulties.
- Recommend systems modifications to reduce user problems.
Requirements:
- 6-10 years of experience installing and configuring system hardware/software in an enterprise environment.
- Expertise in supporting desktop operating systems (Windows 10, Mac OSX 10.10.X).
- Bachelor's degree in IT or related field or equivalent experience.
- Experience using an endpoint management tool to provide remote support.
- Strong customer service skills.
- Experience providing administrative support in an IT environment.
- Proficient time management skills and detail-oriented organizational skills.
- Microsoft certifications (MCP) desired.
- Experience managing service requests for IT support in ServiceNow or a similar ITSM platform.
- Expertise in troubleshooting hardware-related issues.
- Expertise in troubleshooting complex software-related issues.
- Ability to make non-technical users comfortable with complex technology concepts.
- Knowledge of Microsoft Office Suite (Office 2010+ and Office 365).
Preferred Qualifications:
- Experience working in a help desk environment.
- Knowledge of IT service management principles.
- Ability to work in a fast-paced environment.
