Technology Support Specialist
2 days ago
Pretium Enterprise Services is seeking a highly skilled Technology Delivery Engineer to join our team. As a key member of our technical support team, you will play a critical role in resolving complex technical issues, mentoring junior team members, and driving continuous improvement initiatives.
Key Responsibilities- Technical Support: Provide advanced technical support to customers via various communication channels, serving as a subject matter expert and primary point of contact for escalated issues.
- Troubleshooting: Lead troubleshooting efforts for complex hardware, software, and network-related problems, utilizing in-depth technical knowledge and diagnostic tools to identify root causes and implement effective solutions.
- Mentorship: Mentor and coach junior technical support team members, providing guidance on best practices, troubleshooting methodologies, and customer interaction techniques.
- Collaboration: Collaborate closely with cross-functional teams to investigate and resolve complex technical issues, driving timely resolution and customer satisfaction.
- Customer Relationships: Develop and maintain strong relationships with key customers, serving as a trusted advisor and advocate to ensure their technical support needs are met and exceeded.
- Process Improvement: Continuously assess and improve technical support processes, workflows, and documentation to enhance efficiency, scalability, and customer experience.
- Documentation: Document all technical inquiries, incidents, and resolutions in a ticketing system, ensuring thorough and accurate records are maintained for tracking and reporting purposes.
- After-Hours Support: Participate in on-call rotation and provide after-hours support as needed to ensure 24/7 coverage and resolution of critical issues.
- Education: Bachelor's degree in computer science, Information Technology, or related field, or equivalent work experience.
- Experience: Minimum of four years of experience in technical support or a customer-facing role.
- Technical Skills: Advanced technical proficiency with a deep understanding of hardware, software applications, operating systems, and network infrastructure.
- Leadership Skills: Demonstrated expertise in troubleshooting complex technical issues, utilizing diagnostic tools, log analysis, and debugging techniques.
- Communication Skills: Strong leadership and mentoring skills with the ability to inspire and develop junior team members.
- Customer Service: Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and effectively to customers and internal stakeholders.
- Customer Satisfaction: Proven track record of delivering exceptional customer service and driving customer satisfaction.
- Adaptability: Ability to thrive in a fast-paced environment, managing multiple priorities and deadlines effectively.
- Vaccination: Vaccination against Covid-19 is required, except where prohibited pursuant to state or local law.
- Work Location: Ability to work full time in office in Jacksonville, FL.
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