Support Technician is responsible for providing advanced technical support and problem-solving expertise to our clients. Position requires a strong technical background, excellent customer service skills, and the ability to address complex IT challenges efficiently and effectively. Essential Job Functions - include, but are not limited to the following: Reasonable accommodations may be made to enable individuals with disabilities[ "? Provide first-level technical support to clients. Troubleshoot... more details
job summary: Job Summary: Support Technician is responsible for providing advanced technical support and problem-solving expertise to our clients. Position requires a strong technical background, excellent customer service skills, and the ability to address complex IT challenges efficiently and effectively. Essential Job Functions - include, but are not limited to the following: Reasonable accommodations may be made to enable individuals with disabilities
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? Provide first-level technical support to clients. Troubleshoot and resolve hardware, software, network, and security-related problems. ? Interact with clients professionally and empathetically, demonstrating strong communication skills. Maintain a proactive approach to keeping clients informed about the status of their support requests. ? Maintain detailed records of all support requests, incidents, and resolutions. Develop and update documentation for complex technical issues and solutions for internal use and client knowledge base. ? When remote solutions are insufficient, offer on-site technical support to clients, addressing more challenging IT issues and implementing complex solutions. ? Diagnose and resolve advanced hardware and software-related problems, including configuring and optimizing software applications, operating systems, and hardware components. ? Leverage advanced knowledge to diagnose and resolve complex network issues, including routing, firewall configurations, VPNs, and wireless network troubleshooting. ? Promote and enforce IT security best practices, educate clients on advanced security measures, and assist in resolving security-related issues. ? Work closely with higher-level technicians and engineers for complex issue resolution and improvement of internal procedures and workflows. ? Collaborate with senior technical support teams to escalate complex issues when necessary and assist in resolving them. ? Participate in the planning, deployment, and management of IT projects, including network upgrades, infrastructure migrations, and technology rollouts. ? Stay current with industry trends, new technologies, and security threats to continuously improve technical skills and knowledge. 20% ? Other duties as assigned.
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