Reporting to: Service Desk Manager on a day to day basis.
IT Support Specialists provide technical support, advice, and assistance to clients with hardware, software, networking, and server problems. Specialists generally deal with end users and must effectively communicate answers in a way they can understand. Specialists will use their skills and knowledge to directly resolve issues for clients. If they are unable to resolve the matter, they will operate as first tier support and are responsible to triage issues that are to be escalated to engineers by collecting basic data about the issue, when it occurred, and the priority.
A good IT Support Specialist candidate will be able to efficiently research and identify solutions to software, hardware, networking, and server issues. They will be able to update necessary documentation, accurately track time, and provide specific details for work performed. Training should be completed in a timely manner.
Participation in a 24X7 on-call rotation (limited) with the rest of the team will be required. Specialists also will participate on pre-scheduled onsite rounds for clients. Successful candidates will be able to work independently or as a team within established configuration and change management policies to ensure success of performance and communication with customers.
Companies Trust 3RT Networks