Technical Support Specialist
Technical Support Specialist
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Salary Not Disclosed
Job Description
Position: Technical Support Specialist (Level 1
Working hours/Shift: Monday to Friday 8:30 AM 6 PM EST (with flexibility for ticket completion)
Salary Range: $USD/month depending on experience
Position Overview:
We are seeking a skilled and handson Technical Support Specialist (Level 1 to join our team. The ideal candidate will possess 3 years of experience in providing professional tech support with a strong focus on Windows OS (desktop/server) and networking expertise. The role involves troubleshooting diagnosing and resolving a range of technical issues via remote support utilizing remote monitoring and management (RMM) tools.
Key Responsibilities:
- Provide Level 1 technical support for users managing high volume support tickets per week.
- Troubleshoot and resolve technical issues related to Windows OS (desktop and server) networking and routers.
- Offer efficient remote support using RMM tools to ensure minimal downtime and swift issue resolution.
- Collaborate with the team to escalate complex issues and provide insights into recurring problems.
- Document and track all technical issues ensuring thorough communication with customers regarding resolutions.
- Provide indepth support to resolve technical problems and contribute to the knowledge base.
Required Skills & Qualifications:
- 3 years of professional experience in technical support with a strong background in Windows OS (both desktop and server).
- Expertise in networking fundamentals including troubleshooting networkrelated issues and router configuration.
- Handson experience with remote troubleshooting and support tools.
- Strong ability to troubleshoot diagnose and resolve OS and applicationrelated issues.
- Proficiency in managing Active Directory login scripts user accounts groups and Group Policies (GPOs).
- Proven ability to install troubleshoot and repair PC hardware issues in a networked environment.
- Experience with HaloPSA is preferred.
- Experience with Datto RMM is preferred.
- Strong communication skills and the ability to explain technical issues in a clear nontechnical manner.
- Ability to handle a high volume of support tickets with a focus on quick and accurate resolutions.
- Indepth knowledge of common networking protocols (TCP/IP DNS DHCP VPNs) and routing basics.
- Experience with common server configurations and network environments.
- Previous help desk or technical support experience is a must but candidates with more advanced technical skills are preferred.
Required Setup:
- Reliable highspeed internet connection
- Quiet home office environment
- Reliable Windows 11 computer with i7 CPU 16GB RAM 256 GB SSD.
- Minimum of two larger monitors 24–27 inches)
- Good quality headset with microphone
- Must remain on Microsoft Teams meeting with video during the working hours
Preferred:
- CCNA certification (or pursuing certification) is a benefit but not required.
- Ability to diagnose and resolve common hardware and software issues in a timely manner.
- Knowledge of ITIL or similar frameworks is a plus.
Employment Type
Full Time
