IT Client Support Specialist
7 months ago
**Position summary**
- **Fluent in English (verbal and written)**
- Provide support to end-users, escalate more complex issues when appropriate.
- Follow standard helpdesk procedure, including using our ticketing system.
- Route unresolved issues to appropriate team members for further investigation and resolution
- Respond to assigned help desk tickets, support and troubleshoot technical requests.
- Day to day project support on multiple initiatives
- Install and maintain computer equipment and peripheral hardware and software.
- Prepare and install all equipment and software for new and existing users.
- Meet SLAs like response and resolution times by partnering within L2, and Expert teams.
- Extensively research and document customer technical issues
- Collaborate with Technical Support team members to properly manage customer inquiries and escalate when appropriate.
- Partner with Technical Support team members on various strategic projects when needed.
- Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status.
- Run monitoring reports for usage, performance, and/or availability.
- Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team.
**Requirements**:
- Practical knowledge of workstation management and troubleshooting
- Experience with Windows operating systems including installation, recovery, and update.
- O365 Migration hands-on experience
- Excellent communication skills
- Above all, PERSONALITY and CUSTOMER SERVICE are key. This person needs to have the ability to fit in on our team, change pace rapidly, and respond to changing priorities.
- Logical thinker
- Good analytical and problem-solving skills
- Excellent interpersonal skills with the ability to work as a team member.
- Ability to interact with users in a clear and courteous manner.
- Ability to prioritize tasks at hand.
**Training and Experience**
- 5+ years’ experience in help desk, IT support, or its equivalent.
- 5+ years of general IT experience
- Good experience in Customer Service
- Diploma/Degree in Information Technology or related field.
- ConnectWise Manage/Automate experience is a plus.
**Benefits**:
- On-site parking
- Vision care
Schedule:
- Monday to Friday
- Weekends as needed
Supplemental pay types:
- Overtime pay
- Retention bonus
**Experience**:
- IT support: 5 years (required)
Licence/Certification:
- CompTIA A+ (preferred)
Work Location: In person
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