Technical Support Specialist II - Remote | WFH

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Overview

The Technical Support Specialist II at Get It Recruit - Information Technology will be responsible for providing high-quality technical support to clients and internal users. This role includes troubleshooting various hardware and software issues, ensuring customer satisfaction by resolving challenges efficiently, and contributing to knowledge base updates. The ideal candidate will collaborate with team members to enhance technical procedures and cultivate strong customer relationships while maintaining a strong commitment to service excellence.

Job Responsibilities

• Provide expert-level support to end-users regarding technical issues, including hardware, software, and network problems.
• Diagnose and resolve technical inquiries via phone, email, and chat communication.
• Document and track issues using ticketing software to ensure timely resolution and service excellence.
• Collaborate with colleagues and departments to escalate and resolve complex issues.
• Participate in training programs to develop and enhance technical knowledge and service skills.
• Assist in maintaining and updating the technical knowledge base and user documentation.
• Provide feedback on common issues to improve product functionality and user experience.

Qualifications

• Associate degree in Information Technology or related field; Bachelor’s degree preferred.
• Minimum of 2-3 years of experience in technical support or a similar capacity.
• Proficient in troubleshooting Windows and Mac operating systems, as well as mobile devices.
• Experience with remote desktop applications and help desk software.
• Strong understanding of network fundamentals, including TCP/IP and DNS.
• Excellent verbal and written communication skills, with an ability to explain technical concepts to non-technical users.
• Solid organizational skills with attention to detail and ability to manage time effectively.

Technologies & Tools

The Technical Support Specialist II will utilize various technologies and tools, including but not limited to help desk ticketing systems (such as Zendesk or JIRA), remote desktop software (such as TeamViewer or LogMeIn), and standard office productivity applications. Familiarity with network diagnostic tools (like Wireshark or PingPlotter) and utilities related to system monitoring will also be beneficial.

Ideal Candidates

The ideal candidates for the Technical Support Specialist II position should possess a strong technical aptitude coupled with excellent interpersonal skills. They should be proactive problem solvers who demonstrate responsibility and accountability while working under pressure. Adaptability, a collaborative mindset, and a genuine passion for customer service are essential qualities that will enable success in this role.