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Onsite Technical Support Specialist
2 months ago
The Onsite Support Engineer role at Numata is a critical position that requires exceptional technical skills, strong communication abilities, and a customer-centric approach. As a key member of our team, you will be responsible for providing top-notch IT support to our clients, ensuring their technical needs are met with efficiency and professionalism.
Key Responsibilities- Represent Numata's brand and values, embodying the company's commitment to excellence and customer satisfaction.
- Deliver exceptional service to internal and external customers, responding to their needs in a timely and effective manner.
- Capture and document all details accurately in our PSA Platform, providing comprehensive resolution descriptions.
- Analyze issues and develop resolutions in a timely fashion, ensuring that clients receive the best possible support.
- Provide support to clients on all supported applications, staying up-to-date with the latest technologies and Numata's best practices.
- Keep clients informed about incident updates, ensuring transparency and trust throughout the support process.
- Escalate unresolved or business-critical problems to the Team Leader or MSOC Manager in a timely manner.
- Track and manage work records via regular time and ticket/task entries, maintaining a high level of productivity and efficiency.
- Provide guidance and training to customer personnel, empowering them to take ownership of their technical issues.
- Create and update Knowledge Base articles/technical notes as solutions are identified or articles found to be outdated.
- Supervise 3rd party product installations and/or related repair and maintenance activities when required remotely.
- Identify and suggest improvements to procedures or systems, contributing to the continuous improvement of our services.
- Stay current with modern technologies and Numata's Standard Operating Procedures, ensuring that our support services remain cutting-edge and effective.
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