The Service Support Technician provides first-level technical support, manages helpdesk tickets, and assists users with hardware, software, and network issues. This role requires strong problem-solving skills, technical knowledge, and a commitment to excellent customer service.

Job Duties:Monitoring ticketing systemTriage incoming tickets and emails, capturing essential informationResponding to clients in a timely mannerClosing spam/junk mail ticketsNotifying Service Coordinator of escalationsCollaborate with Tier 1, Tier 2 and Tier 3 technicians on escalated customer support requestsDocument resolutions and create knowledge base articles Must provide quality customer service skills in all forms of communication Recognize and communicate potential issues immediately for rapid resolution.Realtime tracking of ticket notesResolving inbound customer calls and inquiries in a professional and empathetic mannerInstalling, maintaining, and troubleshooting computers, printers, phones, and other peripheral equipmentCompleting software installationsEstablishing good relationships with all departments and colleaguesServing as the first point of contact for customers seeking technical assistance over the phones, chats, and emailsStriving for one-call resolution of customer issues while communicating appropriate options in a prompt and professional manner
Knowledge, Skills, and/or Abilities Required:Must be flexible, prioritize workload, able to manage multiple tasks, and have strong attention to detailAbility to effectively handle stress and pressure consistent with the job duties and industry Ability and willingness to recognize when it is necessary to ask for technical expertise from others without unnecessarily burdening other team membersAbility to supply accurate time estimates for how long a task will takeProfessional, pleasant, and patient in demeanorExcellent organizational, written, and verbal communication skills are necessaryIs self-motivated and can be self-directed when necessaryEnjoys sharing information, supporting others, and working on a team to achieve team goalsExperience required with Windows operating systemsKnowledge of office equipment (copiers, fax, printers, etc.) Understanding of support tools, techniques, and how technology is used to supply IT servicesRegular attendance and timelinessRequirements:Ability to prioritize tasks and adapt to changes quicklyInterpersonal skills: such as telephony skills, communication skills, active listening, and customer careMust be able to work with a team and broad user communityAbility to lift and move >50lbMust pass a background checkCredentials and Experience:Engineer with a minimum of 1+ year experienceMinimum 1 years’ experience – Windows 10Minimum 1 years’ experience – Office 365Minimum 1 years’ experience – Switching, VLAN (Virtual LAN), RoutingMinimum 1 years’ experience – Wireless NetworkingCertification in the either of the following is a plus - Network+, A+Solid dependable engineer, follows directions and maximizes billing opportunitiesConsistently receives good client feedback