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Technical Support Specialist

Job Summary

The Technical Support Specialist's main objective is to provide technical support to our client’s internal and remote customers by resolving issues regarding system software/hardware and answering routine/ complex questions about technology usage. (Customer refers to any person to whom our client’s Business Technology team provides support services.) 

The qualified person must have experience in a related field and an educational / experience background supportive of the job qualifications and responsibilities outlined in this document. Will be a key contributor to the analysis and deployment of technology solutions to improve efficiencies throughout the enterprise.

Specific Job Responsibilities

  • Provide multi-media support to customers (Phone, Internet, Instant Messaging, Email) for Connection Enterprise Solution’s technology/systems at the corporate headquarters and at remote national level
  • Respond to requests for technical assistance via ticket system, in person and phone
  • Ensure customer satisfaction by responding to inquiries in a timely manner and coordinating customer service needs with other departments as required
  • Manage IT Asset Tracking for hardware deployment and return process
  • Proactively work with internal end-users to schedule routine preventative maintenance
  • Diagnose and correct routine and complex technical system issues
  • Coordinate problem resolution and escalation process and consult with Level 3 team members to understand software and hardware errors
  • Manage knowledge base publishing for support issues and update articles on a quarterly basis
  • Communicate to appropriate internal personnel of issues with technical solutions deployed
  • Other responsibilities as assigned by supervisor

Competencies/Characteristics

Self-Management - A strong self-starter with work ethic and discipline to provide timely deliverables without reminders from leadership, staff or customers.
Teamwork - Strong competency level in collaborative skills especially with business and Technical personnel internal/external. The ability to effectively demonstrate the correct use and configuration of the product while correcting errors in execution by our customers. Must be motivated by a focus on team-based performance.
Communication - Strong competency level of written and verbal communication skills are essential for the position. An ability to provide clearly articulated and/or written instructions to external and internal customers.
Problem solving -- Strong competency to think deductively and determine common root causes across seemingly unrelated issues and system non-conformances. Strongest troubleshooting skills.
Customer focus and initiative -- Strong customer advocacy skills. Ability to explain new technologies and how they affect the end-customer's workforce/workflow. Initiative in adapting customer service infrastructure to fulfill customer needs. Strong ability to recognize a customer need and fulfill that need.
Training -- Recognize Work with the Shared Services teams to resolve training gaps that prevent the business groups from meeting or exceeding key performance metrics.

Key Performance Indicators

Successful in compiling and entering useful help-desk best-practices into the knowledge base system in order to eliminate recurring/redundant support calls/inquiries
Number of timely and accurate Case closures with a focus on 1st call resolution
Knowledge base entry utilization and quarterly updates on relevant topics showing self-service use-rates
Customer satisfaction feed-back (post-support event feed-back surveys)

Quality System Job Responsibilities

Compliance with workplace policies and procedures for risk identification, risk assessment and risk control
Active participation in activities associated with the management of workplace and safety

Preferred educational background

A minimum of an Associate's degree in computer science/Information Technology, Microsoft certified and/or other technical discipline is preferred.

Preferred experiential background

Experience: Technical hands-on support and managing roles in one or more of the following:

3+ years Technical Support of enterprise infrastructure and end customer support
3+ years experience in IT Help Desk support team and/or network troubleshooting position.
3+ years Windows 7/10 and Server 2008/2012/2016
Previous 24x7 support experience and flexible for on-call rotation.  Flexible start times/shifts.
Minimum 5 years PC usage experience and advanced skills levels with, MS WORD, EXCEL, POWERPOINT, OUTLOOK, O365, SharePoint, ACTIVE DIRECTORY

Decisions made in the position:

Determine the effectiveness of known solutions for the reported problem and apply these solutions as required
Determine severity and complexity of a reported issue and if necessary escalate to the appropriate specialist
With the support of senior members of the team, determine the troubleshooting workflow and organize support priorities
Identify and publish Knowledge Base entries


 

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