Technical Support Specialist
4 weeks ago
Job Title: Technical Support Specialist
Job Summary: We are seeking a highly skilled Technical Support Specialist to join our team at Enterprise Engineering. As a Technical Support Specialist, you will be responsible for providing technical assistance and support to our clients, ensuring that their technical issues are resolved in a timely and efficient manner.
Key Responsibilities:
- Install and configure hardware and software
- Respond to tickets in accordance with SLA guidelines
- Work with our Service Desk, Documentation, Remote Monitoring/Management and all other system software to accept and resolve L1 and L2 service requests, incidents and problems
- Documenting and tracking all steps taken to the resolution
- Responsible for escalations on all desktop, network, and server infrastructure service tickets to ensure service levels are maintained
- Create and document service management procedures and standards to ensure engineering best practices are maintained
- Work with clients directly over the phone and using remote software or travel on-site
- Respond in timely manner to requests and issues
- Repair and replace equipment as needed
- Provide onsite and remote support to end users
- Assist in AV setups as needed for meetings
- Set up new workstations for users (deploying equipment, create Active Directory Accounts, O365
- Heavy use of Windows and Mac OS devices
- Ability to work in Active Directory
- Research and test new technology
Requirements:
- Customer service skills
- Excellent verbal and written communication skills
- Reliable
- Solid understanding of computers, networks and software
- Solid understanding of TCP/IP, DHCP, DNS, Domain Controllers etc
- Experience using MS Office applications: Word, Excel, Outlook
- High attention to detail
- Previous experience with ConnectWise: Manage, Automate, Remote
- Previous experience with Bitdefender
- Previous experience with LionGuard
- Ability and willingness to travel to client sites as needed
- Ability to drive to drive and travel as needed
- Ability and willingness to work overtime when needed
- Ability and willingness to quickly learn new technology and software
- Ability to lift 50 lbs.
Qualifications:
- Bachelor's Degree in Computer Science, or Associate Degree plus 1 year of tech support experience
- A+ and Net+ Certification or equivalent required
Please send resume at tsharma@joineei.com
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