Technical Support Specialist
5 days ago
We are seeking a highly skilled Technical Support Specialist to join our team at TEKsystems. As a Technical Support Specialist, you will provide advanced technical advice and guidance on the installation, adaptation, configuration, and enhancement of our technical products and programs.
Key Responsibilities- Provide Tier III problem resolution on the telephone with users, walking them through a series of steps to determine the problem and classify its level, priority, and nature.
- Possess a wide range of in-depth skills and knowledge in computer hardware and software, as well as networking systems in use at customer sites.
- Provide expertise for the resolution of technical problems, troubleshoot products, and modify products to customer requirements.
- Provide expert and second-tier technical support for the installation and repair of complex systems and outages.
- Review system and configurations to ensure successful implementation of services into production.
- Maintain system stability through advanced analytical techniques, timely resolution of incidents, and proactive maintenance to provide maximum availability and optimal Mean Time To Repair.
- Partner with developers and engineers to reduce reoccurring incidents.
- Provide consultative assistance during off-hours as needed.
- Assist in developing continuous process improvement for support tools and troubleshooting techniques.
- Collaborate and assist R&D in the testing and optimization of product support techniques and tools.
- Communicate to appropriate internal personnel of issues at a particular account.
- Determine the effectiveness of known solutions for the reported problem and apply these solutions as required.
- Determine severity and complexity of a reported issue and escalate to the appropriate specialist.
- Determine the troubleshooting workflow and organize support priorities.
- Customer service
- Technical support
- Troubleshooting
- Windows
- Help desk support
- Windows 10
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Technical Support Specialist
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