We are looking for a quick thinking, results-oriented, and intelligent Tier 1 Technical Support Specialist to join us in a junior role to resolve issues, answer client service queries, and serve as an ambassador for our company. This position is customer facing and will include identifying user problems and working within a structured problem management and resolution process to solve them. Our preferred candidate will have a proven track record of working within a team environment to successfully address technical issues as well as great analytical and problem solving skills, and demonstrated success with respect to problem solving and solution implementation. Attention to detail and experience in a service driven, dynamic environment is essential. This is an excellent opportunity to jump into tech support in an environment with on-the-job learning and mentorship, but any industry certifications are an asset. Our Tier 1 Technical Support Specialists are responsible for maintaining user uptime through remote monitoring and maintenance, onsite and remote trouble-shooting and problem resolution, and sustaining a positive company
Troubleshooting client networks, equipment, software and services over the phone and with remote control technologies.
Utilizing our remote support solutions along with other service-specific tools and technologies to provide remote technical support services to clients.
Familiarity with ScreenConnect, Connectwise and/or Labtech is a plus.
Assigning ticket severity, prioritizing work accordingly, and collaborating with other staff and vendor support resources to resolve issues.
Providing technical assistance to other members of our organization.
Accurate documentation of all of the above activities.
Ongoing training in new technologies and methodologies, as well as for vendor certification.
A passion for teamwork, continuing education, problem solving and exceptional customer service.
Basic knowledge of all currently supported Microsoft desktop operating systems and Microsoft Office.
A working knowledge of Windows Command Line and Network Printing.
Familiarity with File and Folder Security and x86 hardware, components and troubleshooting.
Familiarity with Storage technologies (performance, interconnect, data protection).
An understanding of User expectations and typical IT policies and procedures.
Beginner knowledge of trouble-shooting mobile devices such as Androids and iPhones.
One year of technical support experience, schooling, or equivalent.
Excellent written and verbal English.
Are professional and articulate, yet still approachable.
Are intuitive about what to say, when, and to whom.
Are technically proficient, but not a know-it-all.
Are excellent with time-management, multi-tasking, and organizational skills.
Are a collaborator with strong listening, facilitation and persuasion abilities.
Are a strategic thinker and have strong hands-on leadership and planning skills.
Can set up a network printer and find a Command Line.
Are passably comfortable with both Windows and Mac OS. Know what DNS means.
Like to learn and learn quickly, even under pressure.
Have the ability to multi-task and prioritize tasks according to urgency and importance while remaining calm and focused.
Ability to convey technical concepts and recommendations to non-technical people.
Please apply with a current resume, along with a cover letter in .pdf format and your salary history.
Candidates must have no felony arrests or convictions, nor a history of multiple misdemeanor
arrests/convictions. Must be able to pass random drug test. In conformance with federal rules
and legal mandates, candidates must undergo a background investigation. Should the
candidate be selected and accept conditional employment, failure to pass the background
investigation will result in termination.