Technical Support Analyst
1 week ago
About Tier4 Group: We are a leading organization dedicated to providing exceptional onsite technical assistance. Our team is composed of skilled professionals who focus on equipping new employees with essential devices and ensuring seamless technology experiences.
Position Overview: We are in search of a Technical Support Specialist who is enthusiastic about troubleshooting technical challenges and committed to improving client satisfaction. This role requires leveraging your expertise in computer and mobile device hardware, software setups, operating systems, and network configurations to effectively resolve technical issues and support our users.
Key Responsibilities:
- Technical Assistance:
- Deliver comprehensive technical support across various channels in a dynamic environment, managing multiple tasks simultaneously and prioritizing effectively.
- Utilize your experience and established communication methods to implement processes and resolve issues while setting clear expectations for clients regarding the technology landscape.
- Client Experience Enhancement:
- Employ your functional and technical expertise to analyze problems, utilizing software tools to develop solutions and test fixes for immediate resolution.
- Conduct initial consultations with clients to understand their requirements and address their concerns.
- Innovation and Continuous Improvement:
- Identify opportunities for process enhancements and service improvements, fostering a culture of continuous learning.
- Collaborate with experienced colleagues to drive innovation and implement new ideas.
- Relationship Management:
- Build and maintain positive relationships with both internal and external teams.
- Engage in temporary project assignments as required.
- Effective Communication:
- Exhibit strong customer service capabilities, communicating effectively both verbally and in writing with various stakeholders.
- Propose suggestions for enhancing the client experience.
Required Qualifications:
- Associate's or Bachelor's degree in Computer Science, Management Information Systems, or a related discipline, or equivalent relevant experience.
- A minimum of 2 years of experience in a technical support role.
- Advanced knowledge of computer and mobile device troubleshooting, with proficiency in utilizing support software.
- Excellent verbal and written communication skills, with the ability to quickly establish rapport and deliver a unique client experience.
- Strong analytical abilities and problem-solving skills.
- Attention to detail, including the ability to document tickets clearly and concisely.
- Flexibility to adapt to the evolving needs of the organization.
Technical Skills:
- Asset Management and Desktop Support
- Desktop Imaging and Deployment
- Equipment Configuration
Preferred Qualifications:
- Team collaboration skills.
- Meticulous attention to detail.
- Experience with Windows 11 and MAC OSX support.
- Ability to perform under pressure when necessary.
If you are detail-oriented, motivated, and passionate about providing technology support, we encourage you to consider this opportunity.
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