• Tier 1 Technical Support Specialist

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  • Information Technology
  • Full Time
  • U.S. Citizen
  • Duration: Full Time
  • Travel Required: 0%
  • Telecommute: No

Description:

Tier 1 Technical Support Specialist – 2nd Shift Weekdays

PRIMARY RESPONSIBILITIES

§  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