Technical Support Specialist

4 weeks ago

Phoenix, Arizona, United States 10ZiG Technology Full time
About 10ZiG Technology:

10ZiG Technology is a world-leading provider of Thin & Zero Client computer hardware endpoints for virtual desktops. Our cutting-edge devices enable end-user data and applications to be virtually and centrally managed on a server, not individual workstations. We pride ourselves on our team spirit, with offices based in the United States, Europe, and Asia Pacific, which keeps the "Power, Speed, and Performance" of 10ZiG living up to its name. We offer a progressive, friendly, and motivating atmosphere with a good work-life balance.

Overview:

10ZiG is currently seeking self-motivated, detail-oriented individuals with strong troubleshooting skills to join our existing Support team in Phoenix, Arizona. This is a hybrid working position, with 4 days in office and 1 day working from home, with plans to review further in the future. Only local AZ candidates are being considered for this position.

Responsibilities:

As a Support Technician, you will provide industry-leading professional technical support to our external customers via phone, email, or remote session. This role is well-suited to an IT professional, preferably with existing experience of computer hardware, operating systems, and networking. You will already have experience working in a helpdesk environment and looking to specialize in the field of VDI and End User Computing. You will help provide technical support to our customers via phone, email, and remote assistance. As a member of the Technical Support team, you will ensure all customer support calls are logged via our Zendesk ticketing system and resolved in a timely manner, keeping the developers, Technical Support, and customers updated with the current status of the support call. You will establish product performance and testing baselines as you put our hardware and software through its paces in rigorous testing procedures. You will escalate support tickets as necessary, providing clear and concise information to our R&D team to manage and prioritize feature requests, enhancements, and bug fixes. You will assist with the draft and editing of documentation and manuals. Where required, you will replicate customer issues either assisted or alone using our test and lab environments. You may also build, configure, update, and troubleshoot our internal systems and thin clients. You will gain experience as you take part in meetings and voice conferences between departments, customers, business partners, and vendors. You will learn and gain experience on the complete 10ZiG Hardware & Software portfolio. You will learn and gain experience on the latest in industry-standard virtual technologies such as VMware, Citrix, and Microsoft AVD with which 10ZiG supports. You will assist or take on other duties as needed by the department or company as we all work together in 10ZiG's success.

Basic Qualifications:

Mandatory:
1+ years of experience working in an IT help desk role answering phone calls and emails

Mandatory:
Associates or Bachelor's degree in IT/Computing discipline

Highly Preferred:
CompTIA A+ or Net+ certification

Optional:
1+ years working with a virtualized infrastructure in a support or administrator capacity
Strong, proven troubleshooting and critical thinking skills
Technical, detail-oriented, responsible, organized, self-motivated, and a fast learner
Strong time management skills
Ability to work as a team or independently with little or no supervision
Ability to explain complex issues in a simplified manner
Ability to handle multiple tasks simultaneously

Rewards:
Competitive starting salary
401K with company matching up to 4%
PPO & HSA Medical Plans, Dental, Vision
18 days of PTO for the first year, rising to 20 days after 2 years of service

Work Location:

This role will require full-time, in-office attendance for a period of 3 to 6 months, depending on the candidate's abilities, until they become self-sufficient.

Job Type:
Full-time

Salary:

DOE

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