Technical Support Specialist
3 weeks ago
We are a world-leading provider of Thin & Zero Client computer hardware endpoints for virtual desktops. Our cutting-edge devices enable end-user data and applications to be virtually and centrally managed on a server, not individual workstations.
Job OverviewWe are currently seeking a self-motivated and detail-oriented individual with strong troubleshooting skills to join our Support team in Phoenix, Arizona. This is a hybrid working position, with 4 days in office and 1 day working from home, with plans to review further in the future.
Responsibilities- Provide industry-leading professional technical support to external customers via phone, email, or remote session.
- Help provide technical support to customers via phone, email, and remote assistance.
- Ensure all customer support calls are logged via our Zendesk ticketing system and resolved in a timely manner.
- Establish product performance and testing baselines by putting our hardware and software through rigorous testing procedures.
- Escalate support tickets as necessary, providing clear and concise information to our R&D team to manage and prioritize feature requests, enhancements, and bug fixes.
- Assist with the draft and editing of documentation and manuals.
- Hands-on experience replicating customer issues using our test and lab environments, building, configuring, updating, and troubleshooting our internal systems and thin clients.
- Gain experience participating in meetings and voice conferences between departments, customers, business partners, and vendors.
- 1+ years of experience working in an IT help desk role answering phone calls and emails.
- Associates or Bachelor's degree in an IT/Computing discipline.
- Highly preferred: CompTIA A+ or Net+ certification.
- Optional: 1+ years working with a virtualized infrastructure in a support or administrator capacity.
- Competitive starting salary.
- 401K with company matching up to 4%.
- PPO & HSA Medical Plans, Dental, Vision.
- 18 days of PTO for the first year, rising to 20 days after 2 years of service.
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