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Technical Support Specialist
2 months ago
Intelliswift is seeking a skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing second-level technical support to end-users, resolving complex technical issues, and ensuring seamless service delivery.
Key Responsibilities- Provide technical support to end-users via multiple channels, including on-site support for hardware, enterprise software, and connectivity issues.
- Resolve escalated incidents by analyzing and evaluating technical issues, consulting with end-users, and completing complex tasks.
- Install, configure, troubleshoot, and resolve problems on various hardware and software platforms via remote access and occasional on-site support.
- Monitor call tracking systems for new incidents, requests, and tasks, and troubleshoot and resolve client issues according to service level agreements.
- Document technical activity in call tracking systems and communicate technical information to non-technical audiences.
- Complete installations of corporate standard software images and stay up-to-date with company and department policies and procedures related to technology and end-user services.
- Communicate system issues affecting service quality or reliability to clients, peers, and management.
- Participate in knowledge management, trend analysis, and product problem documentation.
- Conduct advanced hardware troubleshooting and initiate warranty processes as required.
- Participate in testing new product releases and enhancements, and contribute to cross-functional projects.
- Carry the on-call phone and respond to calls on a rotating basis.
- Minimum of a high school diploma and three years of relevant experience in a technical helpdesk or technical support environment, or a combination of education, training, and experience.
- Bachelor's degree in Computer Science, MIS, or a related field preferred.
- Advanced technical knowledge of computer hardware, software, operating systems, mobile devices, networking, business applications, security products, and financial services applications.
- Experience with ServiceNow, GoToAssist, proprietary software, Chrome, VPN, F5, Global Protect, Office 365, and Exchange Online.
- Knowledge of hardware break-fix, software installation and support, onboarding of new associates, PC setups, and data backup and restore.
Intelliswift offers a competitive pay rate range of $30-$32 per hour on a W2 basis, hybrid onsite work arrangements, and opportunities for professional growth and development.
