Technical Support Specialist

Full Time

Job Description

Technical Support Tier 1/2 employees play a key role in the customer support function. As Technical Support you are expected to demonstrate strong technical knowledge and a customer service focus for a wide variety of technologies and applications.

Position Description

This support extends to both dedicated hardware and virtualized solutions.

Technical Support Tier 1/2 employees play a key role in the customer support function. As Technical Support you are expected to demonstrate strong technical knowledge and a customer service focus for a wide variety of technologies and applications. Technical Support Tier2 employees play a key role in the overall satisfaction level of our customers.

Position Description

This support extends to both dedicated hardware and virtualized solutions.

Key Responsibilities:
  • A Technical Support Tier1/2 employee responds to and resolves customer tickets that include questions, requests for services and technical troubleshooting.
  • Work as part of a team of skilled professionals that together deliver an excellent customer experience.
  • Be the Hands and feet for the team- anything plugged into the network - contractor will be working on. Infrastructure - provide hands and feet to understand basics in the onsite environments.
  • Identify and resolve technical issues. Be willing to investigate, learn, and ask questions
  • Provides on-site support to end-users on a variety of issues.
  • Managing and troubleshooting Windows OS / Server environments
  • Managing, troubleshooting, and deploying printers
  • Identifying and troubleshooting networking issues
  • Using ticketing software and IT support tools

Must Have - Job Requirements:

Education:

Some college-level training with specialized course work in computer science, personal computer operations or related subject; and A+ and one other technical certification

Experience:

2-5+ years work experience involving computer hardware/software at a technical level.

Qualifications:
  • Demonstrated proficiency with operating systems, business applications, and computer hardware platforms.
  • Ability to detect, diagnose, and resolve desktop and portable computer software and hardware failures.
  • Ability to analyze and assess customers' service request and provide prompt technical solutions.
  • Knowledge in firewalls and networking (Switches/Routers) - will have access to get add'l support if needed
  • Good working knowledge in Microsoft Office 365, Microsoft Exchange, Azure AD and SSO
  • Customer service skills and trouble-shooting skills.
  • Need experience with all equipment attached to the desktop; printers; some experience with switches and routers - can call for additional support
  • Printers - Xerox
  • Microsoft Suite; initial troubleshooting and can escalate.
  • MAC support - would be a plus

Soft Skills
  • Must be able to lift up to 20 pounds - standard PC, etc.
  • Must have valid driver license
  • Excellent communication skills
  • Ability to multitask and prioritize. Must possess a sense of urgency
  • Complete tasks with discretion and a commitment to confidentiality.
  • Able to work independently and efficiently to meet customer needs in a timely fashion
  • Self-motivated, detail-oriented, and organized
  • Excellent communication (oral and written), interpersonal, organizational, and presentation skills

Qualifications/Certifications - Desired
  • A+ Certification or equivalent
  • Network +
  • CCENT Certifications and/or equivalent
  • ITIL Foundations or Equivalent Certification a plus
Dice Id : 10105282
Position Id : 520730
Originally Posted : 2 months ago
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