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Senior Technical Support Specialist
3 months ago
Job Title: Senior Technical Support Specialist
Duration: 12 months (Possible extension)
Location: Remote
Overview
MASHPOINT LLC is seeking a Senior Technical Support Specialist to collaborate with the Infrastructure Management team as part of our Client Services division.
The Senior Technical Support Specialist will primarily focus on delivering exceptional technical assistance through various channels including phone, email, and in-person interactions. This role is essential in ensuring outstanding customer service, resolving issues, and restoring functionality promptly.
Key Responsibilities
- Address and resolve inquiries received via phone calls, emails, and voicemails in a timely and professional manner, documenting interactions in the service desk software.
- Provide innovative and effective solutions to complex customer challenges to enhance productivity and satisfaction.
- Deliver first and second-tier support for end users regarding PC hardware, Microsoft Windows, Active Directory, Office 365, and basic networking issues.
- Install and update software applications as required.
- Configure and troubleshoot laptops for shared use.
- Assist in maintaining an inventory of laptops, projectors, desktops, mobile devices, and other equipment according to established procedures.
- Conduct follow-up calls to customers for unresolved issues, escalating to higher technical or management levels as necessary.
- Contribute to the development of procedures and documentation for the service desk.
- Support other offices and locations with technology-related issues as needed.
- Stay informed about relevant products, services, and support policies to provide accurate technical solutions to end users.
- Maintain up-to-date knowledge of emerging computing technologies and practices.
- Enhance support quality and communication skills through coaching, feedback, peer assistance, training, and other developmental methods.
- Participate in meetings and seminars to align with the overall direction of the IT department.
- Engage in team projects aimed at improving the quality or efficiency of the IT Support Team.
Qualifications:
- Minimum of 2 years of strong knowledge of all Windows-based operating systems and PC hardware.
- At least 1 year of experience with Microsoft Windows 10 and Office 365.
- Commitment to delivering the highest level of customer service and responsiveness.
- Proven experience in a high-volume, deadline-oriented, customer-focused environment.
- Experience with team-based practices such as Agile or Kanban is required.
- Familiarity with IT industry standards.
- Proficient in utilizing tools and research methods to resolve technical issues.
- Valid driver's license and access to a vehicle are necessary.
- Ability to lift up to 35 lbs and push 65 lbs.
- Highly self-motivated and self-directed with excellent organizational, interpersonal, and communication skills.
- Able to exercise independent judgment.
