Technical Support Specialist

Technical Support Position

A qualified Technical Support person is able to identify, investigate, and resolve user problems with computer software and hardware. Responsibilities include fielding support calls, emails, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns.

Technical Support Duties and Responsibilities of the Job

Solutions by Design is looking for a technically skilled candidate with excellent people skills and a background in programming to troubleshoot technical issues, provide timely customer feedback, talk to customers directly, create written documentation and support the roll-out of new applications in our office. NOTE: This is NOT a remote position. Technical support responsibilities include but are not limited to:

• Identifying hardware and software solutions.
• Troubleshooting technical issues.
• Diagnosing and repairing faults.
• Resolving network issues.
• Installing and configuring hardware and software.
• Speaking to customers to quickly get to the root of their problem.
• Providing timely and accurate customer feedback.
• Talking customers through a series of actions to resolve a problem.
• Following up with clients to ensure the problem is resolved.
• Replacing or repairing necessary parts.
• Supporting the roll-out of new applications.
• Preparing reference material for users by drafting operation instructions.
• Managing multiple cases at one time.
• Testing and evaluating new technologies.
• Researching new technologies to keep our projects up to date.
• Consulting with users to determine appropriate hardware and software needs and assists in placing orders.
• Maintaining system capability by testing computer components.
• Documenting network processes and layouts, as well as enhancing network security.

Technical Support Requirements:

While we don't have any formal educational requirements, experience in the field is necessary. Knowledge in the following is required:

• Prior experience in tech support, desktop support, or a similar role.
• Proficiency in Windows/Linux/Mac OS.
• Experience with remote desktop applications and help desk software.
• Ability to install, modify, and make minor repairs to computer hardware, such as routers, switches, fiber optics and CAT5/6 Cables for LED Walls, Video Walls, Digital Screens, LED Displays, Touch Screen Monitors, and Interactive Kiosks.
• Basic knowledge of networking principles, network design and operating systems.
• Experience with AWS (Amazon Web Services) and other Cloud Technologies.
• Ability to communicate technical information in an accessible manner to non-technical clients and employees.
• Experience in issuing SSL Certificates.
• Experience with DNS Registration and Auto Renewals.
• Experience managing 3rd party services such as payment gateways, email services, and social media sites via their respective portals.

Nice to Haves

The following are not required for the position, but if you have any of these it will definitely help.

• Programming experience with common web technologies, such as PHP, HTML, JavaScript, etc.
• General Devops experience.
• Experience with relational database systems such as MySQL.

What to expect

We are a small team with BIG projects. As such, you will be involved in almost all aspects of our projects and will provide vital input about their construction. Ultimately, you will be the person our customer's trust. We will rely on you to provide timely and accurate solutions to technical problems. If you are naturally a helper, enjoy assisting people with computer issues and can explain technical details simply, we would like to meet you. NOTE: This is NOT a remote position.

This is a non-exempt position. Wages will be paid on an hourly basis.

Job Type: Full-time

Base Pay: From $31.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Experience:

• Technical support: 2 years (Required)

Ability to Commute:

• Fresno, CA Required)

Ability to Relocate:

• Fresno, CA 93730: Relocate before starting work (Required)

Work Location: In person