Technical Support Specialist
1 day ago
We are seeking a skilled Technical Support Specialist to provide exceptional technical assistance to our clients via phone, email, and chat.
Key Responsibilities:- Provide end-user support via phone, email, and chat.
- Manage incidents and requests within the ticketing system.
- Perform daily ticket follow-ups with end-users.
- Resolve username and password problems.
- Perform software application support.
- Provide remote hardware support for laptops, tablets, mobile devices, monitors, docking stations, printers, and accessories.
- Reliable internet connection required.
- CompTIA A+ certification preferred.
- Experience supporting Microsoft 365, Windows 10, and Active Directory.
- 1+ year Mac OS experience preferred.
- Experience with ServiceNow ticketing system.
- Proficiency in remote access tools such as LogMeIn, TeamViewer, and Take Control.
- Ability to remotely troubleshoot windows hardware and software break/fix issues.
- 2-3 years of progressive experience in technical support role.
- Technical proficiency with common hardware, software, and technologies: Windows, Office, iOS, laptops, tablets, mobile device management, VPN, WiFi, etc.
- Knowledge of Active Directory, Azure, O365, MFA, SSO, Okta, networking concepts.
- Understanding of call center metrics and KPIs.
- College degree or technology school degree preferred.
- Ability to multi-task and work in fast-paced environment.
- Strong technical troubleshooting and customer service skills.
- Strong verbal and written communication skills.
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