Strategic Networks Inc. Technical Support Specialist
2 weeks ago
Job Summary:
We are seeking a highly skilled Technical Support Specialist to join our team at Strategic Networks Inc.
In this role, you will work closely with the Field Support Engineer, Dispatch, and Service Desk teams to attend and resolve all service requests assigned per region or area.
As a technical focal point, you will be responsible for escalating any questions or issues raised by Field Support Engineers during on-site activities, which may require working outside of regular business hours.
You will remotely guide installations on our client's IT Shared System, respond to and resolve incident tickets assigned by I.T. Dispatch Coordinators and Service Desk Engineers within agreed SLA's.
Additionally, you will monitor equipment, prepare purchasing requests for materials needed for each project, and write daily and monthly reports regarding maintenance work provided.
Main Responsibilities:
- Escalate service issues that cannot be completed within agreed Service Levels.
- Act as hands and eyes for all network and server-related requests or incidents.
- Maintain all I.T. equipment at client stores and offices by conducting proactive preventive maintenance.
- Provide support and troubleshooting to resolve all IT-related issues locally or remotely from Stores, internal departments, and external providers, vendors, or clients.
- Analyze issues and develop resolutions in a timely manner.
- Ensure escalation situations are managed, corrected quickly, professionally, and properly communicate with clients regarding incidents, progress, and notify impending changes or outages.
- Maintain a high level of program and service knowledge to provide the best value-based technical solution to customers.
- Mentor and guide Field Support Engineers in providing solutions that help deliver excellent customer experiences.
- Take full responsibility and required action for assigned tasks.
- Meet and adhere to attendance requirements based on Service Level Agreements.
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