Technical Support Specialist
3 weeks ago
At Feufo Inc, we are seeking a skilled Technical Support Specialist to join our team. The ideal candidate will have a strong background in workstation management and troubleshooting, with experience in Windows operating systems, including installation, recovery, and update.
Key Responsibilities
- Provide technical support to end-users, escalating complex issues when necessary
- Follow standard helpdesk procedures, including the use of 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 for response and resolution times by partnering with 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 necessary
- 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
- Practical approach to application, network, and server troubleshooting
- 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
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