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Technical Support Specialist

2 months ago

Morristown, Tennessee, United States Hexaware Technologies Full time

What Hexaware Technologies Offers:

Hexaware Technologies is a forward-thinking IT firm dedicated to providing innovative solutions to clients globally. We take pride in cultivating a collaborative and inclusive workplace where every team member is appreciated and empowered to thrive.

We provide access to a comprehensive range of tools that enhance and elevate professional profiles. Our offerings include excellent growth opportunities, collaboration with prominent clients, and a perfect work-life balance.

While technology is central to our solutions, it is the passion of our people that drives Hexaware's commitment to creating positive experiences.

At Hexaware, we encourage individuals to challenge themselves to reach their full potential and drive growth. We empower our team to innovate and disrupt the status quo for a brighter future. Our culture is open and inspiring, fostering learning and bringing together talented, passionate, and caring individuals.

We are committed to supporting both your professional and personal development. We offer a variety of programs designed to expand skills and accelerate careers, helping you discover your passion—the driving force behind innovation and meaningful contributions.

The Hexaware Advantage: Your Workplace Benefits

  • Comprehensive health benefits with low-cost employee premiums.
  • A wide array of voluntary benefits, including legal, identity theft, and critical care coverage.
  • Unlimited training and upskilling opportunities through platforms like Udemy and Hexavarsity.

Position: Service Desk Analyst

Job Description: Key Responsibilities:

Technical Support:

  • Respond promptly to incoming service requests via various communication channels.
  • Diagnose and resolve hardware, software, and network-related issues.
  • Provide clear, step-by-step instructions to assist users in resolving technical problems.
  • Escalate unresolved issues to higher-level support teams as necessary.
  • Document all service requests and resolutions in the ticketing system.

Customer Service:

  • Deliver exceptional customer service by maintaining a positive and professional demeanor.
  • Follow up with users to ensure their technical issues are satisfactorily resolved.
  • Educate users on best practices to prevent future technical issues.

System Maintenance:

  • Assist in the setup, configuration, and upkeep of computer systems and peripherals.
  • Perform routine maintenance tasks, including software updates, backups, and security checks.
  • Monitor system performance and report any irregularities or potential issues.

Training and Development:

  • Stay informed about the latest technology trends, tools, and best practices.
  • Participate in training sessions to enhance technical skills and knowledge.
  • Assist in creating and maintaining user guides and technical documentation.

Required Skills and Qualifications:

  • Demonstrated experience as a Service Desk Agent or in a similar technical support capacity.
  • Strong understanding of computer hardware, software, and network troubleshooting.
  • Familiarity with various operating systems, including Windows, macOS, and Linux.
  • Proficiency in using ticketing systems and remote support tools.
  • Excellent problem-solving and analytical abilities.
  • Strong communication and interpersonal skills.
  • Ability to work independently and collaboratively within a team.
  • Customer-focused with a dedication to providing high-quality service.

Preferred Qualifications:

  • Relevant certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator Associate.
  • Experience with enterprise-level software and systems.
  • Basic knowledge of scripting or programming languages.

Working Conditions:

  • This position may require shift work.
  • This is an onsite role with a standard workweek.