Technical Support Specialist
3 weeks ago
As a skilled Deskside Support Technician, you will utilize your technical expertise to resolve customer issues, analyze pain-points, and communicate effective solutions. You will document the support process using technical software and provide exceptional customer service to improve the overall customer experience.
Key Responsibilities
Provide 2nd level escalation support to customers
Offer remote and on-site troubleshooting for hardware and software issues
Install, monitor, troubleshoot, replace, and support desktop infrastructure, end-user equipment, local and wide area networks, data storage systems, Active Directory, and other third-party software
Work with VIPs to provide a white-glove service as needed
Travel to client sites in Cambridge, Lexington, and Worcester for break/fix tickets
Collaborate with vendors for software and hardware troubleshooting, repair, replacement, and personnel escort
Participate in project deployment
Contribute to knowledge base updates and maintenance
Maintain organized resource and hardware storage rooms
Requirements
Bachelor's Degree or equivalent working experience
Analytical and problem-solving skills
Ability to multitask in a fast-paced environment
High reliability and self-motivation to learn and improve technology knowledge and skills
Experience with Active Directory, Office365 Admin Portal, VOIP, and ServiceNow Ticket tracking system preferred
Excellent verbal and written communication skills, phone etiquette, keyboarding skills, data entry skills, people skills, customer focus, and service orientation
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