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.
\n? Interact with clients professionally and empathetically, demonstrating strong communication skills. Maintain a proactive
\napproach to keeping clients informed about the status of their support requests.
\n? Maintain detailed records of all support requests, incidents, and resolutions. Develop and update documentation for
\ncomplex technical issues and solutions for internal use and client knowledge base.
\n? When remote solutions are insufficient, offer on-site technical support to clients, addressing more challenging IT issues
\nand implementing complex solutions.
\n? Diagnose and resolve advanced hardware and software-related problems, including configuring and optimizing software
\napplications, operating systems, and hardware components.
\n? Leverage advanced knowledge to diagnose and resolve complex network issues, including routing, firewall
\nconfigurations, VPNs, and wireless network troubleshooting.
\n? Promote and enforce IT security best practices, educate clients on advanced security measures, and assist in resolving
\nsecurity-related issues.
\n? Work closely with higher-level technicians and engineers for complex issue resolution and improvement of internal
\nprocedures and workflows.
\n? Collaborate with senior technical support teams to escalate complex issues when necessary and assist in resolving them.
\n? Participate in the planning, deployment, and management of IT projects, including network upgrades, infrastructure
\nmigrations, and technology rollouts.
\n? Stay current with industry trends, new technologies, and security threats to continuously improve technical skills and
\nknowledge.
\n20%
\n? Other duties as assigned.
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