Technical Support Specialist

1 week ago

Melbourne, Florida, United States Percepta Full time
Position Overview

Technical Support Specialist

At Percepta, we pride ourselves on delivering exceptional service across all markets we serve. As a Technical Support Specialist, you will play a vital role in crafting and providing outstanding customer experiences while enjoying the benefits of being part of a distinctive organizational culture.

Key Responsibilities

The role of the Technical Support Specialist is to enhance and uphold a high standard of customer satisfaction by diagnosing and assisting in the resolution of client issues. This position entails logging and monitoring all Service Desk inquiries and delivering tier 1 and 2 technical assistance. The Specialist will adhere to established protocols for escalating matters that exceed their expertise and will ensure follow-up until resolution is achieved. The Technical Support Specialists serve as the primary resource for end-user assistance.

Additionally, the Specialist will follow prescribed procedures to fulfill customer requests, including the creation and management of user accounts that grant access to various internal and external systems.

Other duties may be assigned by the IT Manager as necessary.

Daily Activities

  • Respond to phone and ticket requests for technical support and conduct tier 1 and 2 troubleshooting and analysis.
  • Document incidents in Service Now or other required applications for all work performed.
  • Complete a checklist of daily operational tasks to ensure system availability prior to production hours and monitor system performance.
  • Provide hardware setup, imaging, upgrades, repairs, and inventory management for PCs at the local site.
  • Administer or facilitate the management of user accounts.
  • Create and update support documentation as needed.
  • Assist in the relocation of PCs for both small and large projects or manage remote pickups or shipping.
  • Demonstrate flexibility in working hours and accommodate various IT Support Services shifts. Overtime may be required as necessary, including after-hours on-call or on-site support.
  • Act as the primary source for daily support tasks on the production floor and escalate issues to local administrators when necessary.
  • Foster a positive work environment that encourages team performance and supports open communication within and outside the Technology Team.
  • Engage in other IT projects as required.

Qualifications

  • Associate's Degree or equivalent experience in the IT field.
  • CompTIA A+ certification preferred.
  • CompTIA Network+ certification preferred.
  • A minimum of 4 years of Help Desk or Desktop hardware and software experience in an enterprise setting.
  • Familiarity with basic network troubleshooting.
  • Experience with basic telephony troubleshooting.
  • Proficient in ticketing systems, preferably Service Now.
  • Working knowledge of Windows 10/11.
  • Familiarity with Outlook and Office365.
  • Ability to perform well under pressure and meet tight deadlines.
  • Strong time management skills, attention to detail, and excellent follow-up abilities.
  • Exceptional problem resolution and decision-making skills.
  • Strong communication, customer service, and organizational skills.

What We Offer

  • Competitive hourly rate with performance incentives.
  • Comprehensive health, dental, vision, and life insurance.
  • Flexible Spending Account (FSA) and Health Savings Account (HSA).
  • 401(k) plan with company matching.
  • Paid vacation, sick time, and holidays.
  • Tuition reimbursement programs.
  • Employee assistance and discount programs.
  • Training and development opportunities.
  • Employee rewards and recognition programs.

About Percepta
Founded in 2000, Percepta operates contact centers globally, dedicated to providing a seamless customer experience for our clients. Our core values guide our organization, and as a member of the Percepta team, you can expect:

Service Culture - to be treated with the utmost respect from day one.

Team Collaboration - to be part of a supportive team environment that promotes growth, trust, and open communication.

Respect - to work with a team that is accountable and attentive.

Proactivity - to engage with solution-oriented individuals striving for improvement.

Career Advancement - numerous learning opportunities for ambitious individuals.

Diversity - to join a diverse and community-focused organization that values enjoyment in the workplace.

Competitive Compensation - to receive comprehensive benefits that support physical, mental, and financial well-being.

Percepta is an Equal Opportunity Employer.

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