Technical Support Specialist
Job Summary:
As a Technical Support Specialist, you will be responsible for providing top-notch technical assistance to our clients. This includes troubleshooting and resolving user issues on various devices, as well as configuring and managing equipment.
Key Responsibilities:
* Process service tickets and assign them to the appropriate resources.
* Maintain service ticket ownership throughout the life of the support incident.
* Escalate high-profile issues to the Service Desk Manager for proper handling and routing.
* React to onsite outage scenarios as necessary or as assigned by the Service Desk Manager.
* Responsible for the overall administration of desktops, laptops, and peripherals at a specific location.
* Install, configure, and diagnose client workstations and equipment.
* Conduct on-site problem determination and analysis.
* Provide advice and technical guidance to end-users and technical resources as needed.
* Verify and diagnose servers, network hardware, and other infrastructure issues with the help of escalation staff.
* Document in detail the activities carried out, as well as the technical information collected.
* Maintenance of network printer devices.
* Assist with account management activities.
* Responsible for the use of the site ticketing system to record all problems, incidents, and changes. Ensuring accurate resolution notes for each ticket.
* Identify and escalate production-critical issues to the appropriate groups.
* Perform data backup and recovery at a user level, as required.
* Comply with internal controls and policies as applicable.
* Responsible for on-call/as-needed support for remote locations.
* Ability to make sound judgment calls and escalate to senior resources when needed.
Requirements:
* 1-3 years of experience in a technical support role.
* Relevant degree/diploma or equivalent.
* Proven problem-solving and analytical skills.
* Excellent attention to detail.
* Ability to document processes and accept feedback.
* Strong ability to work within a team environment.
* Excellent communicator and personable.
* Some knowledge of database technologies is an asset.
* Strong knowledge of all endpoint OS – Windows Operating Systems, MacOS, iOS.
* Strong knowledge of common client-side productivity application suites (Microsoft Office Suite, Office 365 environments, Adobe Acrobat, -Adobe Creative Suite, etc.).
Preferred Qualifications:
* Industry certifications – Microsoft Certified Professional (MCP), MCSA, CompTIA A+, Network+.
* Previous experience with ticketing systems such as ServiceNow or ConnectWise to track time and status/resolution.
* Hands-on experience with print publishing software.
* Experience in time-critical manufacturing/production environments.