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Technical Support Analyst

2 months ago

Chester, Virginia, United States SyllogisTeks Full time

Key Responsibilities:

Deliver high-level remote assistance to clients through various communication channels, ensuring timely resolution of inquiries.

Diagnose and address complex technical challenges related to hardware, software, and network systems.

Provide informative responses and training sessions for clients to enhance their understanding.

Occasionally visit client sites to troubleshoot issues and set up necessary equipment.

Exceed customer expectations by delivering exceptional service and ensuring that escalated concerns are handled efficiently.

Contribute to the creation of support protocols and documentation to facilitate swift and accurate resolution of service requests.

Collaborate with colleagues to maintain a high standard of customer service.

Engage in continuous learning and skill development.

Qualifications:

Possess outstanding written and verbal communication abilities, simplifying technical language for client comprehension.

Establish strong relationships with clients through effective rapport-building.

Exhibit advanced problem-solving capabilities and critical thinking skills.

Demonstrate persistence in delivering excellent customer service.

Showcase strong organizational and planning skills.

Capable of managing significant workloads effectively.

Have a solid understanding of both Windows and Mac operating systems.

Familiarity with networking concepts such as TCP/IP, DNS, DHCP, and wireless technologies is essential; relevant certifications are advantageous.

Knowledge of server technologies and virtualization is beneficial.

Proficient in using Google Workspace and Microsoft Office applications.

Education:

A bachelor's degree or equivalent professional experience is required.

A minimum of 2-3 years in a technical support capacity is preferred, with experience in a service desk environment being advantageous.