Onsite 5 days a week.
Our client continues to modernize their Infrastructure services team and develop technical support strategies to better support our hybrid workforce. The Technical Support Specialist is responsible for providing technical assistance and support to our users. This role involves troubleshooting technical issues, guiding users through problem resolution, and ensuring a high level of customer satisfaction. The ideal candidate will have strong problem-solving skills, excellent communication abilities, and a passion for helping others.
Key Responsibilities
- Customer Support: Respond to user inquiries via phone, email, chat, or other communication channels in a professional and timely manner.
- Issue Resolution: Diagnose and resolve technical issues related to virtual and physical desktops.
- Documentation: Maintain detailed records of support interactions, including problems reported and solutions provided in IT service desk solution.
- Escalation: Identify and escalate complex issues to higher-level technical teams or management as needed.
- Product Knowledge: Stay up to date with product features, updates, and industry trends to provide accurate support.
- Customer Training: Assist with training users on the use of products or services to enhance their experience.
- Feedback: Gather user feedback and provide insights to improve products, services, and support processes.
Qualifications
- Education: University/College or technical degree within a related discipline or equivalent work experience, relevant certifications may be considered.
- Experience: Previous experience in a technical support or customer service role.
- Technical Skills: Proficiency in troubleshooting and resolving technical issues; familiarity with Windows OS, desktop imaging, mobile devices, basic networking knowledge and hardware troubleshooting required. Experience with Citrix VDI is a plus.
- Communication: Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users.
- Problem-Solving: Excellent analytical and problem-solving abilities.
- Customer-Focused: Demonstrated commitment to providing exceptional customer service.
- Organization: Highly organized and ability to balance project work and customer support in a demanding environment.
- Team Player: Ability to work collaboratively with other team members and departments.
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