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Technical Support Specialist

2 months ago

Austin, Texas, United States Whitehat Virtual Technologies Full time
Job Overview

Salary:
The Technical Support Specialist plays a crucial role within the Service Desk Team, delivering essential support services to clients. This position is predominantly client-facing, requiring exceptional communication and customer service skills through various channels such as phone, email, and remote assistance tools.

The Specialist is responsible for addressing workstation, server, and network issues, executing assigned project tasks, and escalating tickets when necessary.

Team members engage with multiple networks and clients daily, necessitating agility, multitasking capabilities, and effective task prioritization.

This role involves a combination of remote ticket resolution and on-site support at client locations.

Key Responsibilities

Client Engagement

  • Deliver prompt and effective client service, responding to internal and external inquiries with professionalism and courtesy.
  • Foster and maintain long-term relationships with clients and vendors.
  • Ensure high levels of client satisfaction and understand their perceptions.

IT Support Functions

  • Provide IT support services for client infrastructure, including core business applications.
  • Gain in-depth knowledge of client operations and how IT supports their business objectives.
  • Develop a comprehensive understanding of service offerings and their relevance to client needs.
  • Contribute to projects by fulfilling assigned responsibilities.
  • Perform additional technical duties as required.

Documentation and Reporting

  • Identify client needs and communicate them to the Service Manager.
  • Maintain up-to-date documentation for client configurations and processes.
  • Regularly update clients on the status of technical support and notify them of any changes or expected service interruptions.
  • Utilize active listening and client-care skills to identify potential issues.
  • Report client concerns or complaints to the Service Manager.
  • Respond to internal and external communications in a timely and professional manner.

Professional Development

  • Engage in self-paced training relevant to the team’s technologies.
  • Pursue industry certifications consistently.

Administrative Duties

  • Document all notes and time spent on service tickets accurately.
  • Record time worked on each ticket daily.
  • Submit weekly timesheets.

Qualifications

To excel in this role, candidates must demonstrate the ability to perform essential duties effectively. The following technical skills are required:

Core Competencies

  • Ability to lift up to 50 lbs.
  • Valid driver's license and insurance.
  • Strong communication skills for effective interaction with end users.
  • Excellent verbal and written communication skills, with the ability to translate technical jargon into layman's terms.
  • Professional demeanor and business etiquette in all forms of communication.
  • Critical thinking and problem-solving abilities.
  • Highly organized and detail-oriented.
  • Strong team collaboration skills.

Technical Skills

  • Proficient in Windows workstation repair, maintenance, and malware removal.
  • Experience configuring network settings on workstations.
  • Familiarity with RDP client support.
  • Knowledge of Citrix support.
  • Expertise in Office 365 account and client support.
  • Experience with server backup monitoring and maintenance.
  • Understanding of wireless connectivity for mobile devices and workstations.
  • Proficient with mobile devices, including smartphones, tablets, and laptops.
  • Experience in Exchange mailbox administration.
  • Knowledge of Active Directory account management.
  • Ability to diagnose network connectivity issues.

Education and Experience

  • CompTIA certifications are preferred.
  • Microsoft Technology Associate (MTA) certification is preferred.
  • Microsoft MCSA certification is preferred.