Technical Support Specialist

Job#: 3016973

Job Description:

We are seeking an experienced IT support professional to serve as a single point of contact for inbound IT incidents. This role involves managing tickets, resolving Level 1 issues, and escalating incidents as needed. You will field requests via phone, email, and web form, providing remote troubleshooting and high-quality customer service. Prior IT helpdesk experience is strongly preferred.

This position is part of a 24x7x365 operations team that provides frontline diagnostics, system monitoring, and application support. You will also act as a primary communication channel between customers, support teams, and management.

Education & Experience

• Formal education in Computer Science, Information Technology, or a related field
• OR equivalent professional experience.

Knowledge, Skills & Abilities

• Strong interpersonal and communication skills (written and verbal).
• Ability to work effectively with coordinators, transmission control center personnel, and management in a team-oriented, sometimes high-pressure environment.
• Excellent customer service skills.
• Ability to follow Change Management processes and apply knowledge-based procedures.
• Working knowledge of Windows operating systems (preferred).
• Working knowledge of AIX or other UNIX-based systems (preferred).
• Familiarity with distributed computer networks (a plus).
• Ability to build and maintain strong customer relationships.
• Ability to work nights, weekends, and holidays as part of a rotating shift schedule.
• Strong critical thinking and problem-solving skills.

Job Responsibilities

• Monitor primary and ancillary systems daily for health and availability.
• Provide frontline problem resolution and coordinate repairs with department personnel and other company teams.
• Notify key customers regarding system outages or events affecting critical systems.
• Provide feedback to Team Leads and Supervisors on process improvements and customer experience.
• Thoroughly track and document all cases through completion.
• Adhere to all electronic and physical access policies.
• Support daily operations of Business Continuity and Disaster Recovery systems.

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click for more details.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.