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Technical Support Specialist

2 months ago

Austin, Texas, United States Whitehat Virtual Technologies Full time
Job Overview

Salary:
The Technical Support Specialist plays a crucial role within the Service Desk Team, delivering exceptional support services to clients. This position is primarily client-facing, utilizing phone, email, and remote assistance tools, necessitating superior communication and customer service abilities.

The Specialist addresses issues related to workstations, servers, and networks, manages assigned project responsibilities, and escalates issues when necessary.

Team members are required to engage with various networks and clients daily, which demands agility, multitasking capabilities, and effective task prioritization.

This role encompasses both remote ticket resolution and fieldwork at client locations and data centers.

The ideal candidate should reside within a reasonable commuting distance.

Key Responsibilities

Client Interaction

  • Deliver prompt and courteous client service. Respond to internal and external inquiries with professionalism and patience.
  • Perform all tasks with the aim of fostering long-term client relationships.
  • Ensure high levels of client satisfaction and understanding of their perceptions.

IT Support and Services

  • Provide IT support for client infrastructures, including essential business applications.
  • Gain specific insights into client operations and the role of IT in their business.
  • Develop comprehensive knowledge of service offerings to align with client needs.
  • Contribute to projects by executing assigned tasks.
  • Perform additional technical duties as required.

Documentation and Reporting

  • Identify client needs and communicate them to the Service Manager.
  • Update documentation related to client configurations and processes.
  • Maintain regular communication with clients regarding technical support progress and notify them of any changes or outages.
  • Utilize active listening and client-care skills to identify potential issues.
  • Report client concerns to the Service Manager.
  • Respond to internal and external communications in a timely and professional manner.

Professional Growth

  • Engage in self-paced training on relevant technologies.
  • Consistently pursue industry certifications.

Administrative Duties

  • Document all notes and time spent on service tickets accurately.
  • Record time worked on each ticket daily.
  • Submit weekly timesheets.

Qualifications

To excel in this role, candidates must demonstrate proficiency in essential duties. The following technical skills are necessary:

Core Competencies

  • Ability to lift up to 50 lbs.
  • Valid driver's license and insurance.
  • Effective communication skills for interactions with end users both remotely and on-site.
  • Strong verbal and written communication skills, with the ability to translate technical jargon into understandable terms for non-technical clients.
  • Professional demeanor and business etiquette in all forms of communication.
  • Critical thinking and problem-solving abilities.
  • Organizational skills and attention to detail.
  • Team-oriented mindset.

Technical Proficiencies

  • Repair, maintain, and deploy Windows workstations.
  • Configure network settings on workstations.
  • Support RDP clients.
  • Provide Citrix support.
  • Assist with Office 365 accounts and client support.
  • Monitor and maintain server backups.
  • Ensure wireless connectivity for mobile devices and workstations.
  • Support mobile devices including smartphones, tablets, and laptops.
  • Administer Exchange mailboxes.
  • Create and manage Active Directory accounts.
  • Map network drives and printers.
  • Troubleshoot network connectivity issues for workstations.

Education and Experience

  • Preferred certifications include CompTIA, Microsoft Technology Associate (MTA), and Microsoft MCSA.