Technical Support Specialist

2 weeks ago

Torrance, California, United States Company Private Full time
Job Overview

Position: Tier 2 Technical Support Specialist

ROLE SUMMARY:
This role is essential in delivering exceptional technical assistance to users, both remotely and in-person. The ideal candidate will possess outstanding diagnostic abilities, excellent communication skills, and a welcoming attitude.

The Tier 2 support team is tasked with monitoring, prioritizing, and communicating with clients regarding their requests and issues. A successful applicant will have prior experience in help desk environments and collaborating with various teams. Strong interpersonal and communication skills are vital, along with a genuine eagerness to assist both clients and colleagues. Proficiency in repair, support, administration, problem-solving, and documentation is also required.

Responsibilities include providing Tier 1 and Tier 2 help-desk support, as well as assisting higher-level support teams with diverse projects. Candidates should expect frequent interactions with clients and team members, resolving issues related to computers, networks, and applications on Windows and Mac platforms, deploying new devices, and updating help-desk ticket statuses.

KEY RESPONSIBILITIES:
- Manage requests, incidents, and problems, ensuring timely communication with clients and proper ticket resolution.
- Identify the root causes of recurring issues and communicate findings to relevant stakeholders.
- Document all actions taken on tickets and collaborate with Tier 3/4 support when necessary.
- Engage in learning new technologies through participation in projects, upgrades, and facility enhancements.
- Oversee inventory management, ensuring adequate levels of computers, phones, and accessories, and report shortages promptly.

REQUIREMENTS:

  • 1-2 years of experience in supporting and maintaining systems in Microsoft and/or Mac environments.
  • A+ Certification is preferred but not mandatory.
  • Experience in managed services or IT call centers is advantageous.
  • Strong verbal and written communication skills are essential.
  • Ability to work effectively in a team-oriented environment.
  • Willingness to travel as needed.
  • Interpersonal skills, including active listening and customer service.
  • Capability to manage multiple tasks and adapt to changing situations.
  • Proficient typing skills for accurate service request documentation.
  • Self-motivated and able to thrive in a fast-paced setting.
  • Commitment to ongoing industry training.
  • Familiarity with ConnectWise software is a plus.
  • Physical ability to lift and move equipment weighing up to 75 lbs.

COMPENSATION AND BENEFITS:
This position offers opportunities for bonuses and career advancement. Benefits include health insurance, HSA options, life insurance, a retirement plan with company matching, and professional development opportunities. Employees will receive a company phone, computer, and credit card for business-related expenses.

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