Technical Support Specialist

Position summary:

– Fluent in English (verbal and written)
– Provide support to end-users, escalate more complex issues when appropriate??
-Follow standard helpdesk procedure, including using our ticketing system
– Route unresolved issues to appropriate team members for further investigation and resolution??
– Respond to assigned help desk tickets, support and troubleshoot technical requests?
-Day to day project support on multiple initiatives
– Install and maintain computer equipment and peripheral hardware and software.
-Prepare and install all equipment and software for new and existing users
– Meet SLAs like response and resolution times by partnering within L2, and Expert teams
– Extensively research and document customer technical issues
– Collaborate with Technical Support team members to properly manage customer inquiries and
escalate when appropriate.
– Partner with Technical Support team members on various strategic projects when needed
– Own customer technical issues from initial report to resolution, communicating with customers
regularly regarding issue status.
-Run monitoring reports for usage, performance, and/or availability.
– Document solutions for knowledge-base and bring new ideas for innovation and automation
excellence into the Support team.

Requirements:
– Practical knowledge of workstation management and troubleshooting
– Experience with Windows operating systems including installation, recovery, and update
– Practical approach to application, network, and server troubleshooting
– O365 Migration hands-on experience
– Excellent communication skills
– Above all, PERSONALITY and CUSTOMER SERVICE are key. This person needs to have the
ability to fit in on our team, change pace rapidly, and respond to changing priorities.
-Logical thinker
– Good analytical and problem-solving skills
– Excellent interpersonal skills with the ability to work as a team member
-Ability to interact with users in a clear and courteous manner
– Ability to prioritize tasks at hand

Training and Experience:

– 5+ years’ experience in help desk, IT support, or its equivalent.
– 5+ years of general IT experience
– Good experience in Customer Service
– Diploma/Degree in Information Technology or related field.
– ConnectWise Manage/Automate experience is a plus