Technical Support Specialist

2 weeks ago

Scottsdale, Arizona, United States Inventiv Technologies, LLC Full time
Job Overview

SUMMARY:

The primary objective of our team is to ensure exceptional satisfaction for our clients. The Technical Support Specialist is crucial in achieving this goal.

This role involves managing escalated support inquiries for the Service Delivery Team, addressing issues both remotely and on-site.

When assistance is required, the Technical Support Specialist can seek guidance from the Service Delivery Manager or Systems Engineer.

CAREER DEVELOPMENT

For individuals aspiring to advance their careers, the Technical Support Specialist position naturally transitions into roles such as Systems Engineer.

KEY RESPONSIBILITIES:

CUSTOMER SERVICE:

  • Resolve escalated Helpdesk Tickets efficiently.
  • Provide clients with a friendly, prompt, and helpful experience.
  • Conduct advanced troubleshooting on-site for clients.
  • Assist clients with the installation and removal of equipment on-site.
  • Perform on-site hardware maintenance and support.

USE OF TICKETING SYSTEM:

  • Utilize our Ticketing System to manage Helpdesk Tickets and Service Requests.
  • Document all work accurately within the Ticketing System.
  • Ensure client documentation is well-maintained.
  • Separate tickets with multiple issues into individual tickets.
  • Monitor tickets to prevent them from becoming outdated.

PROJECT ASSISTANCE:

  • Occasionally, the projects team may require additional resources to assist with on-site project delivery.

COMMUNICATION, REPORTING & RISK MANAGEMENT:

  • Create and maintain documentation for on-site procedures.
  • Escalate tickets needing Service Delivery Manager support.
  • Keep clients informed about the status of their tickets, including any changes or outages.
  • Submit Timesheets and Expense reports as per standard operating procedures.
  • Identify, communicate, and mitigate potential risks to the Service Delivery Manager and clients.

TEAM COLLABORATION:

  • Adhere to the schedule provided by the Service Delivery Manager or Service Coordinator.
  • Follow Standard Operating Procedures (SOPs) for recurring tasks.
  • Comply with all security protocols and maintain vigilance for security issues.
  • Identify improvement opportunities and suggest constructive changes.
  • Contribute effectively to the process of innovative change.
  • Perform additional duties as assigned by the Service Delivery Coordinator or Manager.

QUALIFICATIONS:

DESIRED:

  • A passion for solving problems and overcoming challenges.
  • Excellent communication skills, with a strong emphasis on listening.
  • Advanced knowledge of support tools, techniques, and the application of technology in service delivery.
  • Proficient understanding of operating systems, business applications, printing systems, and network infrastructures.
  • Strong diagnostic skills for technical issues related to end-user hardware, software, and network devices.
  • Experience with the Microsoft 365 Platform.
  • Familiarity with clean workstation installations, including effective cable management.
  • Experience collaborating with vendors for expedited troubleshooting of hardware and software systems.
  • Ability to type quickly and accurately while communicating on the phone.
  • A strong desire to provide an outstanding client experience.
  • Knowledge of IT applications, software, and hardware.
  • Ability to communicate effectively with both technical and non-technical audiences.
  • Valid driver's license.
  • Capacity to adapt to the fast-paced IT environment.

NICE TO HAVE:

  • Experience with Ticketing systems, RMM Tools, and PSA software.
  • Experience providing support through remote tools.
  • Experience managing Technical Service Tickets.
  • Professional IT certifications such as Microsoft MCP, MCSA, MCSE, ITIL, or ITSM.
  • Client experience certifications, such as Helpdesk Habits.
  • Experience working in a Helpdesk or Managed Service Provider (MSP) environment.

WORK ENVIRONMENT:

  • This is an in-office position.

PHYSICAL REQUIREMENTS:

  • Ability to operate a computer keyboard with dexterity.
  • Capability to reach overhead, bend, climb, kneel, and stoop for hardware installation.
  • Effective hearing and speaking skills for communication.
  • Prolonged periods of sitting at a desk and working on a computer.

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