Technical Support Specialist

In this role, you will:

Act as the Technical Support Specialist to provide Level 2 enterprise-level assistance to our end user employees. You will diagnose and troubleshoot software and hardware problems and help our employees install applications and programs.

The Technical Support Specialist responsibilities include providing end user support, resolving network issues, configuring operating systems. asset management and using remote desktop connections to provide immediate support. You will use email, text and chat applications to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact clients via phone, text or chat and/or locally. Also, you must provide clear, written instructions and technical manuals.

In this position you will be responsible for:

• Researching and identifying solutions to software and hardware issues
• Diagnosing and troubleshooting technical issues, including account setup and network configuration
• Smart Hands support for remote teams – Infrastructure and Network
• Ability to work to a script provided by a L3 resource
• Comfortable carrying out work in comms cabinets and server racks, under the guidance of a L3 resource requesting support (Patching, equipment install and removal and configuration)
• Asking customers targeted questions to quickly understand the root of the problem
• Owning issues through to resolution, within agreed time limits
• Talking clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Providing prompt and accurate feedback to customers
• Referring to internal database or external resources to provide accurate tech solutions
• Ensuring all issues and outcomes are properly logged within the ticket management system
• Prioritizing and manage several open issues at one time
• Following up with clients to ensure their IT systems are fully functional after troubleshooting
• Documenting technical knowledge in the form of notes and manuals
• Maintaining positive relationships with clients
• Identifying and suggest possible improvements on process, procedures and or systems
• Managing vendor relationships and associated financial management
• Hardware and accessory asset management
• Managing the process for onboarding and offboarding of new and departing employees
• Following and contributing to defined procedures and policies
• Be knowledgeable and mindful to Information Security best practices

Your Profile:

• Degree in a relevant field, like Computer Science, IT or Software Engineering is desired
• High school or technical school diploma required
• 3+ years, including internships, in work experience in Technical Support, Desktop Support, IT Help Desk Technician or similar role
• Hands-on experience with Windows/Linux/Mac OS environments desired
• Good understanding of computer systems, mobile devices, Microsoft Suite and other tech products
• Ability to diagnose and troubleshoot basic technical issues
• Tech savvy with familiarity in remote desktop applications and help desk software (e.g. Zendesk, BOLD 360, etc.)
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
• Flexibility to work in day and afternoon shifts.

INNIO offers a great work environment, professional development, challenging careers, and competitive compensation. INNIO is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status or any other characteristics protected by law.