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Technical Support Specialist

2 months ago

St Louis, Missouri, United States NetGain Technologies, LLC Full time
Job Overview

General Summary:

The Technical Support Specialist is an entry-level position, typically suited for individuals with minimal experience in the field. This role requires excellent communication skills and the ability to provide effective guidance to clients during challenging situations. A prompt response and the ability to communicate estimated time of arrival (ETA) to clients are essential. The ideal candidate should possess a strong desire to learn and adhere to established protocols.


Key Responsibilities:

  • Handle incoming support requests via phone, email, and chat from clients.
  • Respond to alerts generated by remote monitoring systems.
  • Accurately log time spent on tickets in real-time and conduct daily reviews of timesheets.
  • Assess incoming tasks and assist in directing them to the appropriate personnel.
  • Be available to work outside of regular hours for urgent issues or unresolved user-initiated problems.
  • Be prepared to work on certain holidays and weekends as needed.

Knowledge, Skills, and Abilities:

  • Familiarity with Windows desktop operating systems is required.
  • Basic understanding of TCP/IP and troubleshooting internet connectivity issues.
  • Knowledge of the interactions between switches, hubs, patch panels, and network nodes.
  • Working knowledge of wireless technologies.
  • Proficiency in Microsoft Office applications.
  • Ability to create and manage Active Directory / Azure AD accounts.
  • Experience in administering Office 365 user mailboxes and troubleshooting email-related issues.

Qualifications:

  • No certifications required for new hires.
  • A strong eagerness to learn and grow in the field.
  • Previous experience in customer service is advantageous.
  • Ability to take direction from engineers and technicians.


Benefits:

  • Comprehensive health, dental, and vision insurance.
  • Fully company-paid disability and life insurance.
  • Flexible paid time off policy.
  • 401K matching program.
  • Paid training for certifications.
  • Engaging team activities such as LAN parties and team-building events.
  • Recognition for tenure with monetary rewards.

Company Overview:

  • Established in 1984, NetGain Technologies has been a premier provider of IT services and solutions.
  • Recognized as a top managed service provider globally.
  • Operates across multiple states with a commitment to excellence.
  • Dedicated to maintaining a safe and drug-free workplace.

NetGain Technologies is an Equal Employment Opportunity (EEO) employer committed to diversity and inclusion in the workplace.