Technical Support Specialist

2 days ago

Maitland, Florida, United States TEKsystems Full time
Job Summary

We are seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing technical support to customers on operational or maintenance aspects of system equipment. You will diagnose mechanical, hardware, software, and systems failures, using established procedures. You will determine the most cost-effective repair/resolution to minimize customer downtime. You will respond to escalations and communicate status updates to stakeholders. You will manage remote fix agents and drive issues to resolution, while communicating progress to stakeholders. You will contribute to the development of concepts and techniques. You will complete complex tasks in creative and effective ways. You will consistently work on complex assignments requiring independent action and a high degree of initiative to resolve issues. You will make recommendations for new procedures. You will prepare reports for analysis of product failure trends and service ability issues. You will work on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations.

Key Responsibilities
  • Provide technical support to customers on operational or maintenance aspects of system equipment.
  • Diagnose mechanical, hardware, software, and systems failures, using established procedures.
  • Determine the most cost-effective repair/resolution to minimize customer downtime.
  • Respond to escalations and communicate status updates to stakeholders.
  • Manage remote fix agents and drive issues to resolution, while communicating progress to stakeholders.
  • Contribute to the development of concepts and techniques.
  • Complete complex tasks in creative and effective ways.
  • Consistently work on complex assignments requiring independent action and a high degree of initiative to resolve issues.
  • Make recommendations for new procedures.
  • Prepare reports for analysis of product failure trends and service ability issues.
  • Work on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations.
Requirements
  • 1-2 years of supporting or investigating any type of issues within an ISP, Network, RF environment.
  • 1-2 years experience working with a ticketing system (Knowledge Base) to investigate and troubleshoot issues.
  • 1- 2 years experience troubleshooting, analyzing, and supporting hardware, software, and network issues (being able to think analytically).
  • 1-2 years of supporting, investigating, documenting issues related to end user technical issues.
  • Someone with a technical support background working in a help desk or service desk could be a good fit.
  • Ideally someone with a background within MSO/Carrier environments.
  • ISP, Network, RF environment.
  • 1-2 years experience working with a ticketing system (Knowledge Base) to investigate and troubleshoot issues.
  • 1- 2 years experience troubleshooting, analyzing, and supporting hardware, software, and network issues (being able to think analytically - TMO has multiple tools/systems they use that are proprietary).
  • Military Experience is preferred (Many techs on the team are former military).
  • Candidate must be COVID19 Vaccinated.
  • The managers are very open to candidates that are trainable and reliable. Most of the tools/technologies will be new for most candidates. Candidates must be able to be coachable.
  • Candidates with an active A+, Network +, Security +, CCNA, etc. could be a good fit.
What We Offer
  • Extension is possible.
  • Must be onsite.

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