Technical Support Specialist Job Opportunity
We are seeking a skilled and experienced Technical Support Specialist to join our team. This is a fantastic opportunity for an individual with strong technical skills and excellent customer service abilities.
The successful candidate will provide first and second-level support to customers, troubleshoot hardware and software-related issues, and possess strong technical troubleshooting skills. They will also be responsible for responding to client support tickets, logging incidents and service requests in the relevant IT Service Management tool, and escalating issues to the third-level support teams or third-party vendors as needed.
Additional responsibilities include providing on-site face-to-face and remote technical support, performing administrative tasks such as Active Directory and Office 365 management, and assisting with customer walk-ups, floor walks, and configuring hardware and software.
Maintaining and managing customer assets, warranty, and hardware returns is also a critical aspect of this role.
To succeed in this position, you will need to have a strong focus on customer service, a broad set of technical skills, and be organized, communicative, and detail-oriented. Flexibility and adaptability are essential as you will be operating at both the Service Desk and On-site at our customer premises.
Required Skills and Qualifications
* 3+ years of hands-on experience in IT in a Managed Services Environment
* 2+ years of experience working in a Service Desk environment
* 2+ years of experience providing on-site customer support
* 3+ years of experience working in Desktop Management capacity
* Certifications desired (CCNA, CWNA, MCSA, MCSE or equivalent)
* Experience in Microsoft Server (2003-2016) and Azure AD including Active Directory, Group Policy, PowerShell scripting, Sites/Services, DHCP, File/Print, DFS, Replication, Storage, WSUS etc.
* Experience in installing PC, Monitors, Software and Network Printers
* Experience in SOE, workstation and patch management via Kaseya, SCCM and Intune
Key Responsibilities
* Provide 1st and 2nd Level support to customers
* Troubleshoot hardware and software-related issues
* Strong technical troubleshooting skills
* Respond to client support tickets
* Log incidents and service requests in the relevant ITSM tool
* Escalate issues to our 3rd Level support teams or 3rd Party vendors where appropriate
* Provide on-site face-to-face and remote technical support
* Perform administrative tasks
* Assist with customer walk-ups, floor walks and configure hardware, software
* Maintain and manage customer assets, warranty and hardware returns
About You:
A successful candidate will have excellent communication skills, be highly organized, and have great attention to detail. You will be flexible and adaptable as you will be operating at both the Service Desk and On-site at our customer premises.
Benefits
This role offers a unique opportunity to develop your skills and experience in a fast-paced and dynamic environment. You will work closely with a talented team of professionals who are passionate about delivering exceptional customer service and technical expertise.
As a member of our team, you will have access to ongoing training and development opportunities, enabling you to stay up-to-date with the latest technologies and industry trends.