The Technical Support Specialist provides second-level support to identify and solve technical issues escalated by the Help Desk to meet the company standards and SLAs for all Associates (in local and regional offices or working remotely). The Specialist will also offer technical expertise on projects, site visits, and Events.
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What you will do
- Escalated (level 2) technical support: Provides technical hardware troubleshooting & diagnosis, software troubleshooting/installation, and information gathering to provide business solutions to keep Associates and infrastructure operational 24x7.
- Remote office visits (when required): Evaluates and provides onsite support in remote office locations, including resolving technical issues and building rapport with associates.
- Asset Management: Accurately manages all asset life cycles to allow for the most efficient deployment of assets throughout the company.
- Events & Symposiums: To ensure the company delivers world-class events to our clients, liaise with ITIO Event Manager and Events staff to provide technology services and support to associates and clients, including making on-the-spot decisions requiring discretion and judgment, impacting client satisfaction.
- Active Management of Service Request, Incident, and Activities: Responsible for ensuring all associate interactions are accurately documented, assigned, and communicated to determine and resolve issues, escalate if necessary, and provide solutions for future problem resolution and process improvement.
What you will need
- Bachelor’s degree or foreign equivalent degree in Computer Science or a related field required
- 1+ years client service experience
- 1-3 years’ experience in an entry-level technical support role.
- Understands networking concepts; servers; LANs/WANs.
- Experience using help desk call logging system.
- Experience with standard Microsoft products and platforms.
- Good problem-solving skills.
- Good communicator, able to deal independently with staff throughout the organization (verbal and written).
- Excellent customer service skills.
What you will get
- Competitive salary, generous paid time off policy, and more!
- World-class sales training programs and skill development programs.
- Collaborative, team-oriented culture that embraces inclusion.
- Professional development and career growth opportunities.
