Technical Support Specialist
5 days ago
We are seeking a highly skilled Technical Support Specialist to join our team at Strategic Networks, Inc. As a key member of our technical support team, you will be responsible for providing top-notch support to our end-users via various channels.
Key Responsibilities- Assist end-users with requests, focusing on client satisfaction, service delivery quality, and technical excellence.
- Manage, maintain, and provide technical support for hardware and software issues, network diagnostics, and repair via onsite, phone, email, and/or remote means.
- Coordinate with Senior Technical Support Engineers and Team Leaders regarding critical technical issues.
- Create new user accounts and profiles.
- Guide staff or clients through troubleshooting steps to resolve issues.
- Take ownership of assigned incident tickets and resolve them within agreed-upon service levels and targets.
- Proactively update end-users regarding their requests.
- Perform root cause analysis and technical reports for desktop environment-related issues.
- Asset Management.
- Analyze and respond to issues, developing resolutions in a timely manner.
- Maintain high program and service knowledge to offer the best value-based technical solution to customers.
- Take full responsibility for assigned tasks.
- Meet attendance requirements based on the Service Level Agreement.
- Meet and exceed KPI targets set by the client.
- Deliver quality, productivity, and compliance KPI/SLA reports daily, weekly, and monthly.
This role requires strong analytical and problem-solving skills, as well as excellent communication and interpersonal skills. The ideal candidate will have a passion for delivering exceptional customer service and a commitment to staying up-to-date with the latest technical developments.
Requirements- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Able to work effectively in a fast-paced environment.
- Ability to multitask and prioritize tasks efficiently.
- High level of technical expertise and knowledge of desktop environments.
- Ability to work collaboratively as part of a team.
- Familiarity with IT service management principles and practices.
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