IT Support Technician
1 week ago
The IT Support Technician plays a crucial role in assisting both local and remote staff through telephonic communication in a high-volume inbound support setting.
Key Responsibilities
- Provide assistance to remote and corporate employees via phone in a busy inbound support environment.
- Alternate between handling incoming support calls and delivering on-site hardware assistance for the corporate office and contact center.
- Act as an escalation point for senior management, including Directors, VPs, and other high-level executives.
- Generate support tickets using the designated ticketing system.
- Oversee, categorize, assist, and resolve issues within the ticketing system.
- Document support tickets accurately and professionally, adhering to established protocols.
- Maintain professionalism and courtesy in all communications with end users and colleagues.
- Update and manage content in the internal knowledge base promptly and accurately.
- Offer support and commit necessary hours to meet objectives during project implementations.
- Adhere to company policies and procedures consistently.
- Participate in the on-call rotation as required.
Working Hours: Monday to Friday, 10 AM to 7 PM
Required Skills
- Proficient in supporting Windows and Mac hardware, including peripherals.
- Experienced in software support within Windows and Mac environments.
- Strong customer service and interpersonal skills.
- Detail-oriented with excellent organizational abilities and adherence to guidelines.
- Competent in documentation and basic technical writing.
- Familiarity with IP addressing fundamentals, Active Directory, Azure, SCCM, VPNs, Office 365, and PXE imaging.
- Able to prioritize tasks, take initiative, and work independently.
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