Tier 1 Technical Support Specialist – 2nd Shift Weekdays
§ Provide first level technical support to current customers in utilizing the system
§ Follow company standards and procedures to troubleshoot problems
§ Provide technical support for company installation staff while they are out in the field
§ Assist with the creation of FAQ’s and knowledge base articles for the technical group and customers.
§ Providing advice and knowledge to support team for network troubleshooting at customer sites
§ Respond to queries and can effectively resolve technical issues over the phone.
§ Document customer data in client database.
§ Respond to email messages for customers seeking help.
§ Ask questions, formulate actions and effectively communicate with customers to determine nature of problem.
§ Guide customer through problem-solving processes.
§ Run diagnostic programs to resolve problems.
§ Resolve technical problems with Local Area Networks (LAN), Wireless Networks, Wide Area Networks (WAN), and other systems.
§ Follow up with customers to ensure issue has been resolved.
§ Run reports to determine malfunctions that continue to occur.
§ Thrive in a technical support team environment which creates an excellent customer experience.
KNOWLEDGE, SKILLS & ABILITIES
§ Ability to communicate exceptionally over phone and email with customers and co-workers
§ Self-direction and ability to work independently
§ CISCO Network Certification, CompTIA A+ certification is preferred
§ Ability to understand, diagnose and repair computer and software issues
§ Strong organizational and prioritization skills
§ Must be able to work on-site at our Belmont, Michigan office.
§ Ability to work various assigned shifts and cover some holidays as needed
EDUCATION AND EXPERIENCE
Required Bachelor’s Degree in a related field
Required experience: Help Desk: 1 year and Technical Support: 1 year.
Required Skills:CISCO Network Certification, CompTIA A+, LAN, WAN, Problem Solving