Technical Support Specialist

2 days ago

Sacramento, California, United States AMISEQ Full time
Job Description

Job Summary: We are seeking a highly skilled Technical Support Specialist to join our team at AMISEQ. As a Technical Support Specialist, you will be responsible for providing exceptional customer service and technical support to our clients.

Key Responsibilities:

  • Provide technical support and troubleshooting for desktop and mobile computing devices, network and peripheral issues.
  • Identify and engage needed resources to remedy problems.
  • Diagnose and resolve technical issues that require in-depth analysis.
  • Take appropriate action to contact responsible support personnel to handle system-wide events.
  • Administer active 2-way communications and 'knowledge transfer' within assigned team/function.
  • Foster strong teamwork culture intra and inter TSC, with team staff, colleagues, partners and stakeholders.
  • Create/Assign incident tickets and work orders based on priority, impact and complexity to the appropriate fix agents.
  • Assess and ensure process and work conforms to existing policies, standards and guidelines.
  • Correlate multiple customer issues identified with alarms/alerts received to eliminate duplication of events.
  • Monitor network devices, interfaces and applications through intelligent devices and automated programs across the PGE enterprise for alarms/alerts received from incidents, unauthorized or failed changes.
  • Manage alarms and alerts received from existing monitoring programs using previously defined business rules.
  • Completing documentation of service requests within established time frames.

Requirements:

  • High School Diploma or equivalent.
  • 1 year of IT service/help desk operations experience.
  • Complete service requests and troubleshoot computer and device problems via the telephone & web channels.
  • Standard knowledge and experience in MS Office Suite, MS operations systems, and enterprise network environment.
  • Strong client customer skills.
  • Ability to learn quickly and transfer essential knowledge to team members.
  • Capable analytical skills.
  • Teamwork is essential.
  • Strong communication skills.
  • Demonstrates work quality and efficiency.
  • Open and adaptable to change.
  • Passion for safety.

Desired Qualifications:

  • Two to four-year college degree and/or IT learning accreditation or certification or equivalent IT work experience.
  • 1 year of general customer service experience in retail, or call center sales or service role.
  • IT technical experience in pc use, maintenance, troubleshooting, repairs, software & hardware installation.
  • Qualitative and quantitative analytic & problem solving skills.
  • Ability to learn new concepts quickly.
  • Organizational skills.
  • Advanced verbal and written communication skills.
  • Proficient in Microsoft Excel and Word.
  • Is able to work independently or as part of a team.
  • Has novice/ basic knowledge of one or more of the following designated area: IT product line, operational process, Utility domain (e.g. Gas, Electric, Telecom Network, TCP/ IP
  • Adheres to Work Instructions and/or processes as defined in Run - Books and Playbooks.
  • Applies technical skills to resolve incidents of well-defined scope as specified by procedural guideline.

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