Technical Support Specialist

7 days ago


Wilmington, Delaware, United States Focused HR Solutions Full time
Position Overview:
  • This role operates in a hybrid model, requiring two days in the office and three days working remotely.
  • All necessary equipment for remote work will be supplied.
  • Occasionally, team members may need to attend in-person meetings or events.
  • No travel is typically necessary, though rare on-site meetings may occur.
  • Standard working hours are from 10 AM to 7 PM.
  • This is a 12-month position with the possibility of extension.
  • Employment is on a W2 basis.

Job Responsibilities:
  • Our client is seeking a Technical Support Specialist to manage tier 1 and tier 2 IT support inquiries.
  • Successful candidates will have a minimum of 2 years of experience in a service desk environment.
  • Essential skills include basic network troubleshooting and exceptional customer service.
  • Work will primarily be conducted from home, with a requirement to be on-site at designated locations.

Application Process:
  • The interview process consists of an initial phone interview followed by a video interview.
  • Phone interviews will last approximately 15 minutes, while video interviews will take around 40 minutes.
  • Remote work is a key component of this role, with a hybrid schedule.

Qualifications:
  • This position focuses heavily on phone support, addressing issues for both internal and external clients.
  • Technicians will be responsible for troubleshooting, documenting, and escalating support tickets as needed.
  • Strong communication and customer service skills are essential.
  • The role requires a willingness to occasionally work alternate shifts.
  • Preferred qualifications include relevant certifications in networking or equivalent experience.

Key Duties:
  • Handle all incoming calls, emails, and support tickets efficiently.
  • Collaborate with external vendors to provide support for telecommunications and related issues.
  • Perform basic troubleshooting for network connectivity and device-related problems.
  • Document all incidents thoroughly and escalate as necessary.


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