IT Support Specialist

2 weeks ago


Roswell, Georgia, United States Staffing Technologies Full time
Job Title: Service Engineer

We are seeking a highly skilled Service Engineer to join our team at Staffing Technologies. As a Service Engineer, you will play a key role in providing exceptional customer service and technical support to our clients.

Key Responsibilities:
  • Call Handling: Answer customer calls efficiently, assess their needs, and provide appropriate solutions or escalate to specialized support teams.
  • Ticket Management: Maintain constant communication with the customers, and daily updates in tickets. Assist in ticket queue management (New ticket assignment and triage).
  • Basic Troubleshooting: Address common technical issues related to devices, software, and networks, resolving them promptly or escalating when necessary.
  • Security Incident Review: Monitor and review security incidents, ensuring they are escalated to the relevant parties for further investigation and resolution.
  • Network Outage Review: Review network outages and work with the team to resolve or escalate the issues as required.
  • Customer Training: Provide basic training to new customers, helping them understand and effectively use their devices or software.
  • Team Collaboration: Work closely with support team members to ensure that customers receive the best possible care and solutions.
  • Documentation: Maintain accurate records of all support interactions and actions taken.
  • On-Call: During the assigned on-call period, answer all inbound calls, monitor alerts, and handle VIP ticket escalations.
Preferred Qualifications:
  • Customer Service/Troubleshooting: Ability to evaluate customers' support needs during calls, offering solutions or escalating issues to specialized team members as needed.
  • Technical Adaptability: Flexibility to rotate through different technical specialties and skill sets regularly.
  • Change Management: Ability to thrive in a dynamic environment as products and services evolve.
  • Inclusivity: Contribute to an inclusive environment by respecting differences and demonstrating curiosity to learn from others.
  • Company Values: Demonstrate Carmichael's values of inclusion and diversity in daily activities.
  • Time Management: Strong time management skills with the ability to make quick decisions under pressure.
  • Composure: Maintain composure and customer focus while troubleshooting and resolving issues.


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