Technical Support Specialist
4 weeks ago
We are seeking a highly skilled Technical Support Specialist to join our team at Numata. This is a market-related position.
Job Summary:The Technical Support Specialist will provide exceptional IT end-user support on various components of an IT environment, including hardware support, software support, and network support. As the first point of contact for clients, you will be expected to be professional, helpful, and provide assistance with a sense of urgency, regardless of the level of incident.
Key Responsibilities:- Represent the Numata brand, embodying the values of professionalism, helpfulness, and urgency in all interactions.
- Deliver outstanding service to internal and external customers, responding to their needs within established Service Level Agreements (SLAs).
- Capture all details accurately in our PSA Platform, providing comprehensive resolution descriptions.
- Analyze issues and develop timely resolutions, ensuring seamless issue resolution.
- Provide expert support to clients on all supported applications, offering guidance and training to empower users to help themselves.
- Regularly update clients on incident progress, maintaining transparent communication.
- Ensure that issues are resolved in line with Numata's best practices, upholding high standards.
- Evaluate and escalate ongoing, unresolved, or business-critical problems to your Team Leader or MSOC Manager in a timely manner.
- Monitor and manage work records via regular time entries and ticket/task management, ensuring accurate tracking.
- Create/Update Knowledge Base articles and technical notes as solutions are identified or existing content found to be outdated.
- Supervise remote 3rd party product installations and/or related repair/maintenance activities when required.
- Identify and suggest improvements on procedures or systems to your Team Leader, driving process optimization.
- Maintain awareness of modern technologies and Numata Standard Operating Procedures, staying updated and informed.
- Market-related salary: $60,000 - $80,000 per annum.
We offer a competitive benefits package, including health insurance, retirement plans, and paid time off.
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