Technical Support Specialist

3 days ago


Charlotte, North Carolina, United States Blueprint Consulting Services Full time

About Blueprint

Blueprint is a cutting-edge technology solutions firm headquartered in the Pacific Northwest, with a strong presence across the United States. Our team of passionate problem-solvers is dedicated to delivering best-in-class service to our customers.

Salary Range

The estimated salary for this position is between $60,000 and $75,500 USD annually, based on the selected candidate's qualifications and experience.

Job Description

We are seeking a highly skilled Technical Support Specialist to join our team as we build innovative technology solutions. This is an exciting opportunity to work with multiple clients and teams, including data science and product development, and to gain hands-on experience with cutting-edge technology.

Key Responsibilities:

  • Deliver timely and high-quality incident resolution, focusing on root cause analysis, prevention, and knowledge transfer.
  • Utilize knowledge of the customer environment to resolve issues in a timely manner.
  • Manage escalations and sub-cases to ensure timely and high-quality resolution of all issues.
  • Develop and implement strategies for providing proactive support resulting in fewer incidents, increased availability, or accelerated deployments.
  • Work with Technical Account Managers to effectively manage hot sites, including documented action plans and daily status updates for the customer and management.
  • Execute a formal post-mortem process upon closure of critical issues.
  • Initiate and participate in triage meetings to share knowledge with other engineers and efficiently resolve customer problems.

Requirements:

  • A 4-year technical degree or equivalent work experience, plus a minimum of 3 years of experience in technical support or MIS in an Enterprise environment.
  • Demonstrated technical competence with Microsoft BackOffice Technologies.
  • Conversationalist level of knowledge of all Microsoft products used in an enterprise environment. MCSE certification is preferred.
  • Strong technical writing skills and familiarity with Microsoft Office Applications.
  • Ability to effectively communicate with customer managers and executives on technical and business issues.
  • Strong organization, time management, project management, and negotiation skills.
  • At least 3 years of experience working with Microsoft Skype for Business and Microsoft Teams.
  • Strong background in Windows-based operating systems and applications with at least 3 years of experience.
  • Strong network and/or VoIP experience with underlying technologies, including Routing and Switching Protocols, TCP, DNS, QoS, SIP, VLANs, and WAN protocols, with at least 3 years of experience.

Benefits

  • Medical, dental, and vision coverage.
  • Flexible Spending Account.
  • 401k program.
  • Competitive PTO offerings.
  • Parental Leave.
  • Opportunities for professional growth and development.


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