Technical Support Specialist

2 weeks ago


Baton Rouge LA USA, United States Sparkhound Full time
About the Role:

As a Technical Support Specialist at Sparkhound, you will be responsible for providing exceptional customer service and technical support to our clients. You will be part of a dynamic team that runs on various shift schedules to maintain effective coverage for continuous client support.

Key Responsibilities:

  • Promptly address and resolve basic and advanced incidents and requests.
  • Log all incidents and requests into one or more ticket entry systems.
  • Engage other service desk resources and appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
  • Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation.
  • Handle incidents and requests with a courteous and professional attitude.
  • Live Out the Sparkhound Culture.
  • Perform other related duties as required and assigned.

Requirements:

  • 0-3+ years professional IT experience.
  • Fiercely support client success and exemplify a do-whatever-it-takes attitude.
  • Knowledge of fundamental concepts of customer service.
  • Experience working in a technical service desk or call center with a high call volume environment.

Technical Requirements:

  • Demonstrated experience utilizing and troubleshooting issues with most of the following:
    • Microsoft Windows Operating Systems (XP, 7, or 8)
    • Microsoft Office Suite (2007, 2010, 2013, or 2016)
    • Microsoft Internet Explorer
    • Printer setup and configuration in Windows 05
    • Familiarity with basic PC hardware and associated devices
    • Managing users and computers through Active Directory
    • Basic understanding of Windows Server platforms
    • Basic networking principles and related Windows OS configurations
    • Basic administration of Voice over IP environments
    • Remote PC technical support
    • Microsoft Office 365 Management and use
    • Cisco Collaboration management and use

Bonus Points:

  • ITIL Certification


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