Technical Support Specialist
4 weeks ago
As a Technical Support Specialist at eTeam, you will be responsible for providing top-notch support to our clients. Your primary focus will be on troubleshooting and repairing software and hardware issues reported by end users. You will work closely with our team to ensure that all technical operations run smoothly and efficiently.
Responsibilities:
Perform basic and moderately complex troubleshooting and repair activities, typically associated with an end-user environment, including but not limited to PCs, desktops, laptops, tablets, and printers.
Provide support to client-identified VIPs
Responds to change management requests, including installing new PC equipment, providing end-user desk-side support, and other related activities.
Perform Install/Move/Add or Change (IMAC) activities.
Display outstanding technical and professional services skills at all times
Meet established customer service satisfaction levels and other operational/customer service metrics as outlined in established guidelines
Proactively communicate with the end user and service desk personnel regarding arrival times, repair time estimates, and the status of the repair
Understands and follows all documented service operations policies and procedures.
Requirements:
Typically requires technical school certification or equivalent of 2-4 years of relevant experience
Maintain all required OEM Certifications as directed by Management
Knowledge of relevant software and hardware systems
Understanding of ITIL methodologies
A+ certification is desired
May require additional customer-specific certifications or training as required
Skills:
Excellence in communication and customer-facing skills
Strong oral, written, and interpersonal skills
Ability to follow instructions and processes with minimal instruction
Must own a basic repair kit
Additional requirements may exist if the offer of employment is extended.
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