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Technical Support Specialist

2 months ago

NC United States SPI LLC Full time
Job Summary

We are seeking a highly skilled Technical Support Engineer to join our team at SPI LLC. As a Technical Support Engineer, you will be responsible for providing end-user support for low to intermediate hardware and software requests, as well as communicating with clients to resolve issues.

Key Responsibilities
  • Address and resolve basic to intermediate incidents via phone support, chat support, ticket queue, and walk-up experience.
  • Provide technical support remotely and sometimes in person for incoming requests related to computer systems, peripherals, software, and hardware.
  • Prepare laptops with the corporate standard OS and productivity applications, such as Office 365, and various stand-alone applications using Microsoft deployment automation tools.
  • Document daily interactions along with issue details, troubleshooting notes, resolutions, and work-around procedures.
  • Complete follow-up and follow-through on all assigned tickets.
  • Create and contribute to self-help knowledge base articles.
  • Troubleshoot and escalate issues according to standard operating procedures.
  • May assist less-experienced team members.
  • Maintain SLA adherence for issue response and resolution on normal to urgent tickets.
  • Help produce positive survey response scores as part of maintaining excellent customer service.
  • Ensure that the service catalog is complete and current.
  • Carry out defined tasks as established by Administrators and Engineers.
  • Document all pertinent user identification information, including name, department, contact information, nature of problem or issue, computer name, resolution, etc.
  • Use documentation, peers, and any other resources to resolve issues on initial contact
Requirements
  • High school diploma or GED.
  • At least 1-2 years of experience in an end-user support or customer service role.
  • At least 1-2 years of experience with infrastructure, end point, desktop, and application support.
  • The ability to build partnerships and work collaboratively with others to meet shared objectives.
  • The ability to demonstrate strong customer service skills.
  • Excellent written and verbal communications skills.
  • Computer skills including proficiency in Windows, Office Suites, O365 environment, and Active Directory.
  • The ability and interest to learn.
  • Attention to detail and effective time management skills are required.
  • Ability to multitask and juggle multiple objectives.
  • Experience working in a team-oriented environment
Work Environment
  • Home Office
  • Branch Office
Physical Demands
  • Able to lift 50 pounds
  • Able to sit, stand at or crawl under desks
  • Able to move to different facilities as needed
  • Required to read from text and computer screen over two-thirds of the day
Travel/Exemption Status
  • Occasional/Exempt