Job Overview:
This role is for a Technical Support Specialist who will be responsible for delivering high-quality technical support to both internal and external clients.
* Provide first-line technical support via phone and ticketing system for Level 1 IT issues.
* Log, categorize, prioritize, and track incidents and service requests in ConnectWise/Autotask Ticketing tool.
* Troubleshoot and resolve issues related to user account management, desktop/laptop hardware & software, basic network issues, and common business applications.
* Escalate complex or unresolved issues to Senior Engineers with detailed notes.
* Ensure all tickets are resolved or escalated within agreed SLAs.
The ideal candidate will possess a solid technical background and practical experience in IT support, along with strong communication and customer service skills. Proficiency in troubleshooting hardware, software, and networks, as well as knowledge of ITIL processes, ticketing systems, remote support tools, networking, and security awareness, is also required.
Key Responsibilities:
Technical Support: Provide timely and effective technical assistance to clients through various communication channels.
Ticket Management: Log, categorize, and prioritize tickets accurately, ensuring prompt resolution or escalation.
Problem-Solving: Troubleshoot and resolve technical issues related to user accounts, hardware, software, networks, and business applications.
Communication: Communicate clearly and professionally with clients, stakeholders, and colleagues to ensure seamless collaboration.
Teamwork: Collaborate with senior engineers to escalate complex issues and ensure consistent quality of service.
Continuous Improvement: Stay updated on industry trends, technologies, and best practices to enhance technical skills and contribute to the team's growth.
Requirements:
To succeed in this role, you'll need:
* A solid understanding of IT principles, including hardware, software, and network fundamentals.
* Practical experience in IT support, preferably in a help desk environment.
* Strong communication and interpersonal skills to interact effectively with diverse stakeholders.
* Proficiency in ticketing systems, such as ConnectWise/Autotask, and remote support tools.
* Knowledge of ITIL processes, security awareness, and data protection policies.
Please note that we're looking for a candidate who can adapt quickly to our dynamic work environment and continuously improve their technical skills to meet the evolving needs of our clients.
What We Offer:
We provide a supportive and collaborative work environment that fosters growth and development. As a Technical Support Specialist, you'll have access to:
* Ongoing training and professional development opportunities.
* A comprehensive benefits package, including health insurance, retirement plans, and paid time off.
* A competitive salary and bonus structure.
* Opportunities to work with a talented team of professionals and contribute to the company's success.
We're committed to providing an inclusive and equitable work environment that values diversity, equity, and inclusion. If you're passionate about delivering exceptional technical support and want to join a dynamic team, apply now!