(734) 224-4915
Technical Support Specialist II Career Opportunity
Provides technical support, advice, and assistance to clients as the first point of contact. Operate in a dynamic, fast-paced environment requiring flexibility. Always striving to provide the highest level of customer service and exceeding their expectations as often as possible.
Responsibilities
- Provide professional phone support to clients.
- Maintain the support ticket queue, respond to clients within the SLA and strive for first call resolution.
- Provide technical support by investigating, troubleshooting, and resolving issues as quickly as possible while following the incident management process. Document statuses in all service and project tickets.
- Interact with third-party technology providers as needed.
- Repair and recover from hardware and software failures.
- Install computer hardware & software.
- Follow escalation procedures.
- Monitor backups ensuring that client information is available for recovery.
- Record time spent on all service and project tickets for accurate billing.
- Contribute to a positive customer experience by communicating complex topics in a manner that is easily understood by the client.
- Providing regular communication on open service tickets.
- Perform post-resolution follow-ups on support requests.
- Assist senior technical staff.
Requirements
- MSP and/or MSSP experience nice to have
- Associates degree in Computer Science or related work experience nice to have
- Minimum 4 years of experience in information technology or technical support
- CompTIA A+ certification is a plus
- Working knowledge of the following technologies
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- Active Directory
- Microsoft desktop operating systems (Windows XP – 10)
- Microsoft Office 2010-2016
- Office365
- Backup Solutions – Acronis, Backup Exec, Barracuda, Rapid Recovery o Mobile devices – iOS, Android
- Experience in a well-defined support environment with disciplined Incident Management processes is a plus.
- Experience working in a corporate network environment understanding domains, firewalls, switches, etc. is a strong plus
- Exceptional oral and written communication skills
- Exceptional interpersonal skills with a focus on rapport-building, listening, and questioning
- Excellent analytical and problem-solving skills
- Ability to demonstrate patience
- Self-driven ensuring productive use of time
- Valid driver’s license and insurance with reliable transportation
- Work required outside of normal business hours as needed
- Shift flexibility
- May occasionally lift objects up to 50lbs – 75lbs