Technical Support Specialist

3 weeks ago


Phoenix, Arizona, United States 10ZiG Technology Full time
About 10ZiG Technology

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 Overview

We 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.
Requirements
  • 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.
Benefits
  • 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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