Technical Support Specialist
3 weeks ago
This role involves providing technical support to clients through phone, email, and chat. The ideal candidate will have experience working in a fast-paced IT environment and be able to troubleshoot complex technical issues.
Key Responsibilities:
Assisting with technical questions and providing coaching and training to junior team members.
Resolving Level 1 and Level 2 issues and escalating complex problems to senior support teams.
Providing first-level technical support through phone, email, and chat to resolve technical end-user service and support requests.
Diagnosing and troubleshooting end-user desktop application issues and providing appropriate solutions.
Following up with end-users to provide status updates as per service level guidelines.
Performing account management and maintenance for various applications and systems.
Communicating with customers at all levels of technical and non-technical skills sets.
Following all standard operating procedures through the effective use of knowledge management.
Working collaboratively with people across the organization.
Supporting PCs, laptops, printers, cell phones, and tablets, as well as applications such as Microsoft Office, ERP, CRM, VPN, and Citrix.
Qualifications:
Minimum of 18 months of experience working in a IT Service Desk/inbound Call Center environment.
Experience using ITSM Ticketing tools or similar ticketing systems to manage and track incidents.
Preferred: Associate's degree in Computer Science or Information Technology from a technical school or certification in relevant IT products/technologies.
Ability to talk and type accurately at least 30 wpm.
Solid analytical/cognitive skills to troubleshoot complex and technical problems.
Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality.
Demonstrated capability to achieve results under pressure in a fast-paced client-driven environment.
Strong desire and enthusiasm to serve customers.
Basic knowledge of ITIL, Service Desk metrics/SLAs, and mobile device support.
About Source 1 Solutions:
Source 1 Solutions is a channel-based global IT service provider with a presence in 118 countries. We specialize in delivery, installation, and project management for projects within unified communications, data networking, Wi-Fi, data center, physical security, RF engineering, and network security solutions.
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