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Technical Support Analyst
2 months ago
About Tier4 Group: We are a leading organization committed to providing exceptional onsite technical assistance. Our team, currently consisting of dedicated professionals, focuses on the preparation and distribution of laptops and peripherals for new employees, whether they are working remotely or on-site. We take pride in delivering high-quality technical support in a dynamic and demanding environment.
Position Overview: We are in search of a Technical Support Specialist who is enthusiastic about troubleshooting technical challenges and enhancing the user experience. This role requires leveraging your expertise in PC and mobile device hardware, software configurations, operating systems, and local area networks to effectively address technical issues and support our clientele.
Key Responsibilities:
- Technical Assistance:
- Deliver comprehensive technical support across various channels (Home Office and Field) in a fast-paced setting while managing multiple tasks simultaneously.
- Utilize your experience and established communication methods to execute processes and resolve issues, ensuring clients are well-informed about the technological landscape.
- User Experience Consultation:
- Employ your functional and technical expertise to analyze problems and utilize software tools to develop solutions, aiming for first-contact resolution whenever feasible.
- Conduct initial consultations to understand and address client needs effectively.
- Continuous Improvement:
- Proactively identify opportunities for process and service enhancements, fostering a culture of continuous learning and improvement.
- Collaborate with experienced team members to drive innovation and implement new ideas.
- Interpersonal Skills:
- Build and maintain positive relationships with both internal and external teams.
- Engage in temporary project assignments as required.
- Client Communication:
- Exhibit strong customer service abilities, effectively communicating both verbally and in writing with various stakeholders.
- Propose suggestions for enhancing the client experience.
Required Qualifications:
- Associate's or Bachelor's degree in Computer Science, Management Information Systems, or a related discipline, or substantial relevant work experience.
- A minimum of 2 years of experience in a technical help desk role.
- Advanced knowledge of computer and mobile device hardware and software troubleshooting, with proficiency in utilizing support tools.
- Excellent verbal and written communication skills, with the ability to quickly establish rapport and create a positive client experience.
- Strong analytical skills and problem-solving capabilities.
- Attention to detail, including proficiency in clear and concise ticket documentation.
- Flexibility to adapt to evolving business needs.
Technical Skills:
- Asset Management and Desktop Support
- Desktop Imaging and Deployment
- Equipment Setup and Configuration
Preferred Qualifications:
- Ability to collaborate effectively within a team.
- Strong attention to detail.
- Experience with Windows 11 and MAC OSX support.
- Capability to perform under pressure when necessary.
If you are detail-oriented, motivated, and passionate about technology support, we would be eager to hear from you. Become a part of a team dedicated to enhancing processes and improving the client experience.
