Technical Support Specialist II 

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

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
    • 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

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