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Technical Support Specialist

Salary undisclosed

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About the Role:

Are you a natural problem-solver who thrives on helping others succeed? Join our team as a Technical Support Specialist and become a vital part of a mission-driven company. You’ll troubleshoot and resolve customer equipment issues with care, ensuring seamless operations for our clients.

Your Key Responsibilities:

  • Diagnose and resolve customer-reported technical issues, escalating to vendors as needed.
  • Monitor equipment performance and uptime, taking proactive action to address concerns.
  • Collaborate with manufacturers and on-site technicians to ensure swift resolution of issues.
  • Communicate effectively with customers and field technicians via Zoom.
  • Follow up with equipment manufacturers, network providers, and internal teams to resolve outstanding tickets.
  • Participate in daily stand-up meetings and collaborate with team members to optimize support processes.

What We’re Looking For:

Education: Associate's or Bachelor’s degree in EE, ECE, Computer Science, or Information Technology preferred.

Experience: Minimum 2 years in a technical support or help desk role, working with business users and developers to enhance application processes.

Technical Skills:

  • Ethernet network access, IP routing, and VPN setup.
  • Experience with wireless carriers, managing data lines, and provisioning accounts.
  • Database knowledge and the ability to create schedule reporting.
  • Basic understanding of electricity and electronics.

Soft Skills: Customer service excellence, attention to detail, flexibility, and quality focus.

Other Requirements:

  • Availability for after-hours rotations, including nights and weekends.
  • A conducive remote working environment with a stable internet connection and minimal noise.
  • Strong verbal and written communication in English.