Technical Support Specialist
Job Responsibilities:
- With remote access to customer systems, Install or troubleshoot the company’s proprietary Software, identify the problematic root cause on hardware equipment such as laptops, servers, and IP cameras.
- Provide courteous and knowledgeable troubleshooting support over the phone and via email.
- Ensure timely and accurate set up of all systems.
- Phone Support during regular business hours and on-call availability during off hours.
- Monitor Chat sessions to assist other team members.
- Test systems to ensure they are working correctly.
- May be required to adjust systems, including software or hardware, to make equipment functional depending upon the environment.
- Follow the department process, procedure, and metrics for a technical support II technician
- Maintain a log of customers issues, interactions, and troubleshooting steps in the department ticketing system
- Train customers on use of systems including software, hardware and installation.
- Multi-task and have excellent time management skills
- Understand the severity of an issue and escalate issues efficiently and appropriately.
- Demonstrated strong work ethic
- Position requires that the first 1 weeks of training will be on-site.
Skills:
- Servicenow, Ticketing, Networking, Windows, Bomgar
Education/Experience:
- High School Diploma or equivalent and 2+ years of Technical Troubleshooting experience and/or 2+ years of customer service experience
- Must be able to obtain background clearance as required by government customers
- 2+ years of Networking Experience Preferred
- 2+ years of customer service experience Preferred
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