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Provide technical assistance and support to clients for IT and IT Security-related inquiries as a Rapid Response Team Member. Diagnose and resolve technical issues remotely, ensuring client satisfaction and accurate issue logging.
Responsibilities
- Serve as a technician for customers seeking technical assistance over the phone or email
- Perform remote troubleshooting through diagnostic techniques, tools, and pertinent questions, and remote access to computer systems
- Determine the best solution based on the issue and details provided by clients
- Walk the client through the problem-solving process and confirm the problem is resolved
- Direct unresolved issues to other team members experienced in the issue
- Provide accurate information on IT products and services
- Record events, problems, and their resolution in our Connectwise ticketing system in real-time
- Follow-up and update client status and information
- Pass on any feedback or suggestions by clients to the appropriate internal team members
- Identify and suggest possible improvements in procedures and processes
Requirements
- Proven experience with technology in a client support role
- Working knowledge of some or all of: Cloud Servers and workstations, PCs, Servers, VoIP phone systems, IT Security, office automation products, operating systems, networking, and remote assistance
- Good understanding of computer systems, mobile devices, and other tech products
- Ability to diagnose and resolve technical issues
- Excellent communication skills
- Customer-oriented and client-focused
Qualifications
- Proven experience with technology in a client support role
Skills
Problem Solving
*
Communication
*
Networking
*
Operating Systems
*
Word Processing Software
*
Spreadsheet Software
*
Mobile devices
*
ConnectWise
*
Cloud Servers
*
VoIP phone systems
*
* Required skills