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Technical Support Specialist
Technical Support SpecialistZipRecruiter • Mobile, AL, US
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Technical Support Specialist

Technical Support Specialist

ZipRecruiter • Mobile, AL, US
18 hours ago
Job type
  • Full-time
Job description

Overview

PLEASE NOTE : DO NOT APPLY IF YOU ARE NOT LOCATED IN THE CITY LISTED ON THIS POSTING. THIS IS NOT A REMOTE WORK POSITION, ALSO, DO NOT APPLY IF YOU ARE NOT LOCAL.

About us

Tech-MAR is a highly focused Managed IT Services Provider with a twist. We provide top-notch, skilled IT management and support to our MSP clients. Our organization does not stop there like many other MSP's. We take this further and provide project-based implementation services and support for complete IT, AV, Security, Surveillance, Access Control, Automation, Network Design, Network Deployments, High bandwidth Wireless, Disaster Recovery, Cabling, etc for our long term clients. This gives our employees a vast amount of knowledge in a very short period of time as the team are trained throughout the solutions and services we provide to our clients. This gives anyone who joins our team the ability to learn, grow and experience many different facets of the IT Industry as well as other high end industries.

Description of Position

The Technical Support Specialist will be a member of our team who will support the Company's many MSP clients. The position will be a part of a team that must work together seamlessly to ensure clients are handled properly and completely. This role requires a highly-motivated, customer-service oriented individual who will put the clients' needs first and strive to handle service requests expediently and with thorough care to ensure client satisfaction daily. The role includes day-to-day support of client technical issues and involvement in projects across IT, IT Security, AV, Video Surveillance and Access Control solutions. The ideal candidate should be able to learn quickly on a multitude of solutions and provide high-level customer service and support for such solutions.

Required Work Experience

  • at least 2 years IT and customer service experience with MSP or IT Services experience
  • Experience with IT Ticketing and Service Desk Systems
  • Experience with writing support documentation
  • Strong experience with Windows Desktop and Server environments
  • Solid understanding of networking (routers, switches, firewalls, VPN)
  • Hands-on support for hardware (laptops, printers, mobile devices, etc.)
  • Ability and willingness to travel nationally (air and ground) up to 100%
  • Excellent communication and customer service skills
  • AV, Surveillance and Access control system experience a plus
  • Industry certification a plus
  • Managed IT Services Background a plus

Desired Skills & Experience

  • Experience with Office 365, Azure, and cloud platforms
  • Familiarity with structured cabling, rack-and-stack setups, or POS systems
  • CompTIA A+, Network+, or similar certifications
  • Previous experience in field service or as a road technician
  • Familiarity with ticketing systems and documentation best practices

    • Education

  • High School Degree required
  • College Degree
  • Certifications a plus

    • What You Will Be Doing

    Tech Breakdown

    40% Desktop & User Support

    30% Windows Server / Networking

    30% Field Hardware Deployment & Troubleshooting

    Daily Responsibilities

    60% Hands-On Technical Field Work

    25% Client Interaction & Onsite Coordination

    15% Documentation & Internal Communication

    Job Responsibilities

  • Remote Customer Service & Support for all company clients and customers as requests are made for assistance with technical issues and systems.
  • Responding to incidents on the phone, via email, in person, or through remote access.
  • Offering technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software.
  • Training client users on supported systems.
  • Training other staff on troubleshooting and diagnosing problems.
  • Gaining feedback from customers to improve training methods.
  • Writing and editing training manuals and knowledgebase articles in the support system.
  • Monitoring and maintaining daily operational proactive support and daily operational tasks.
  • Running reports and analyzing common complaints and problems to improve service quality and provide value added services to our clients.
  • Project related activities for client projects such as, but not limited to, new client buildouts, office moves, cabling work, etc.
  • Assistance with marketing and sales efforts in respective regions of support to continue to grow the company.
  • Onsite operational support at regional locations whenever required by management and / or on scheduled visits.
  • Other job related tasks as assigned by management.

    • J-18808-Ljbffr

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    Technical Support Specialist • Mobile, AL, US