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Technical Support Specialist

2 months ago

New York, New York, United States Velocity Search Group Full time

Overview:
Velocity Search Group is seeking a dedicated Technical Support Specialist to join our dynamic team. This role is essential in providing exceptional support to our clients, ensuring a seamless experience with their technology needs.

Position Summary:
This position involves serving as a primary contact for our Global Technology Services division, delivering both first and second-level technical assistance. The ideal candidate will engage with users through various communication channels, including phone, email, and in-person interactions, to address and resolve technical inquiries.

Key Responsibilities:

  • Engage daily with a diverse range of clients, including senior management.
  • Log and manage incoming requests from users, addressing software, hardware, and operational system queries.
  • Provide effective solutions to technical issues via phone, virtual meetings, or on-site support.
  • Utilize our service management system to track, escalate, and resolve inquiries efficiently.
  • Maintain clear communication with clients regarding the status of their requests.
  • Identify and recommend solutions for complex issues, collaborating with higher-level support as necessary.
  • Document technical procedures and maintain accurate records in our asset management system.
  • Stay informed about relevant technologies and support policies to deliver accurate assistance.
  • Participate in projects aimed at enhancing the efficiency of the support function.
  • Assist with offsite support as required.
  • Contribute to after-hours support as needed.

Qualifications:

  • A degree in a technology-related field is preferred.
  • At least five years of experience in a technical support role, with a minimum of three years in a field service capacity.
  • Ability to thrive in a fast-paced, high-pressure environment.
  • Relevant technical certifications (e.g., A+, ITIL) are advantageous.
  • Strong communication and time management skills.
  • Exceptional customer service abilities.
  • Physical capability to lift equipment and work in various settings.
  • Flexibility to work varied shifts as required.
  • Proven ability to work independently and collaboratively within a team.
  • Maintain composure and focus during challenging situations.

Technical Skills:

  • Proficient in installing and supporting Microsoft Windows and macOS operating systems.
  • Experience with Microsoft Office applications, including Outlook and Teams.
  • Basic understanding of networking concepts and troubleshooting connectivity issues.
  • Familiarity with Microsoft Active Directory administration.
  • Experience with printer maintenance and repairs.
  • Knowledge of audio-visual systems is a plus.
  • Ability to learn and support proprietary software applications.
  • Familiarity with help desk tools and ticketing systems.