Technical Support Specialist/ IT Helpdesk

JOB DESCRIPTION:
Love solving problems and helping others do the same? You're exactly what our team needs!

We are looking for Technical Support Specialists who can help troubleshoot and resolve customer equipment issues with genuine care and concern

REQUIRED SKILLS/ EXPERIENCE:
-Associate’s or Bachelor’s Degree preferred (EE, ECE, CoE, Computer Science, Information Technology).
-Availability to work on after-hours rotation, including nights and weekends with advanced notice.
-Knowledge and understanding of Ethernet network access, configurations, IP based routing concepts, and providing Virtual Private Network details to carriers and data centers.
-Experience working with wireless carriers, managing data lines, provisioning and deactivating accounts.
-Strong understanding of databases and develop schedule reporting for weekly metrics.
-Preferably with past Help Desk Experience (CSR/TSR).
-Basic knowledge and understanding of Electricity and Electronics.
-Good in both verbal and written English communication skills.
-Soft Skills Needed: Customer Service, Quality Focus, Flexibility, Attention to Detail.
-Minimum 2 years experience working with Business Users and Developers to provide processes to issues that further enhance the application and provide the business user with an improved product.

RESPONSIBILITIES:
-Triage customer-created issues and resolve or escalate to equipment vendor as necessary.
-Monitor all equipment uptime and performance, and escalate to the appropriate vendor as necessary.
-Act as liaison between manufacturers and on-site technicians to resolve all equipment issues.
-Communicate via zoom call with customers or field technicians.
-Follow-up with equipment manufacturers, network service providers, and internal support team on outstanding tickets and issues.
-Collaborate with team members through daily stand-up meetings and other communication tools.