Technical Support Specialist
3 weeks ago
Location: Torrance, CA ( Onsite )
Contract Position
Key Responsibilities:
- Diagnose and resolve hardware, software, and network issues through various communication channels for end users.
- Classify service requests based on established criteria and escalate issues to appropriate IT support levels.
- Collaborate with second and third-level support teams to ensure effective problem resolution.
- Utilize ServiceNow for documenting and managing incidents, requests, and their resolutions.
- Handle incoming communications and support tickets, assigning them to the relevant teams as needed, and ensure follow-up until resolution.
- Engage with users to identify and troubleshoot issues, including problem identification, logging, research, and follow-up actions.
- Remotely address client software and basic network connectivity issues using remote support tools.
- Assess, prioritize, and manage customer issues and feedback effectively.
- Participate in ongoing training and professional development initiatives.
- Uphold quality standards in incident documentation and customer interactions.
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