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We are seeking a highly skilled and experienced Technical Support Specialist to join our team at Strategic Networks Inc.
Key Responsibilities- Assist Client End Users: Provide timely and effective support to client end users, focusing on delivering exceptional service quality, technical expertise, and client satisfaction. Ensure all requests are resolved efficiently and effectively, meeting or exceeding service level agreements (SLAs).
- Tech Support and Maintenance: Perform hardware and software issue troubleshooting, network diagnostics, and repair via onsite, phone, email, and remote assistance. Maintain accurate records of incident tickets and resolve issues within agreed-upon targets.
- Critical Issue Coordination: Collaborate with Senior Technical Support Engineers and Team Leaders to address critical technical issues promptly, ensuring minimal downtime and optimal service delivery.
- User Account Setup and Support: Set up new user accounts and profiles, providing comprehensive walkthroughs to staff or clients to resolve issues. Proactively update end-users regarding request status.
- Incident Ticket Management: Take ownership of assigned incident tickets, analyze root causes, and develop resolutions in a timely manner. Maintain high-quality documentation and communicate effectively with stakeholders.
- Root Cause Analysis and Reporting: Conduct thorough root cause analyses for desktop environment-related issues, creating detailed technical reports as needed.
- Service Knowledge and Compliance: Stay updated on program and service knowledge to provide value-based technical solutions to clients. Adhere to attendance requirements outlined in the Service Level Agreement and meet/exceed Key Performance Indicator (KPI) targets set by clients.
- Quality, Productivity, and Compliance Reports: Deliver daily, weekly, and monthly reports on KPI/SLA performance, highlighting areas of improvement and success.
- Customer Satisfaction and Professional Relationships: Foster an acceptable level of customer satisfaction and maintain effective professional working relationships with supervisors and colleagues.
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