Overnight Tier I Technical Support Specialist
1 week ago
About the Opportunity:
As a Technical Support Specialist, you will be responsible for delivering exceptional assistance to our clients by addressing a range of technical challenges around the clock. Our dedicated team operates on diverse shift patterns to ensure seamless support for our clients at all times. In this role, you will leverage your customer service expertise and analytical skills to enhance the client experience across various sectors while working in a dynamic call center environment. Our service desk team comprises individuals from diverse backgrounds, all equipped to assist clients with varying levels of technical proficiency.
This role involves working five nights a week, with two days off (schedule to be confirmed), from 10:30 PM to 7:00 AM.
Key Responsibilities:
- Efficiently manage and resolve both basic and complex incidents and requests.
- Document all incidents and requests in one or more ticketing systems.
- Collaborate with other service desk personnel and relevant service teams to address incidents that exceed your expertise or responsibilities.
- Foster a positive customer support experience and cultivate strong relationships through comprehensive problem understanding, ensuring timely resolution or escalation.
- Handle incidents and requests with professionalism and courtesy.
- Embody the Sparkhound culture in all interactions.
- Perform additional related tasks as assigned.
Are you the right candidate?
- 0-3+ years of professional experience in IT.
- A strong commitment to client success and a proactive, solution-oriented mindset.
- Understanding of fundamental customer service principles.
- Experience in a technical service desk or high-volume call center environment.
- Proven experience in troubleshooting and utilizing various technologies, including:
- Microsoft Windows Operating Systems (XP, 7, or 8)
- Microsoft Office Suite (2007, 2010, 2013, or 2016)
- Microsoft Internet Explorer
- Printer setup and configuration in Windows
- Basic knowledge of PC hardware and related devices
- User and computer management through Active Directory
- Basic understanding of Windows Server platforms
- Fundamental networking principles and related Windows OS configurations
- Basic administration of Voice over IP systems
- Remote technical support for PCs
- Management and use of Microsoft Office 365
- Management and use of Cisco Collaboration tools
- ITIL Certification
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