TECHNICAL SUPPORT SPECIALIST
Company: Leadsonline
Location: Largo
Posted on: October 16, 2024
Job Description:
Role and responsibilities
Reporting to the Operations Manager of Global Customer Services
(GCS), the Support Specialist (SS) is the principal point of
contact to the customer/user in the resolution of system failures
related to the computer hardware and software components of our
systems. Support Specialist is responsible for coordinating the
resources and materials necessary to resolve the Incidents and
Service Requests assigned. In addition, the Support Specialist will
be assigned 'special projects' for both Internal (GCS) and External
(Clients) needs.
As a Support Specialist you will:
- Administer incidents and service requests according to current
support procedures and protocols
- Use a methodical approach in gathering facts and performing
diagnostics.
- Identify computer related hardware and software problems using
base line configuration and training
- Escalate to the appropriate authorities for computer hardware
and software issues falling outside the role and responsibility of
the Support Specialist.
- Ensure that the customer/user is always aware of the status and
progression of their Incidents and Service Requests.
- Validate and ensure that all established processes have been
followed before any incident closures.
- Interact with Lead Support Specialists or Support Experts to
validate and assist in the resolution of incidents.
- Maintain excellent verbal and written communication
skills.
- The SS will receive and manage, as per established Standard
Operating Procedures, support requests and open incidents from
telephone calls and emails as required.
- The SS as the owner of the incidents assigned to him/her is
responsible for the incident resolution from cradle to grave and
for all communication with the users/customers and FT and
contractor Field Services representatives.
- The SS is also responsible to document all relevant activities
in the Support Management System(s) and to generate and manage
Service Requests associated with the Incidents.
- Need to be fluent in all Support disciplines; maintain his/her
skills current on all aspects of FT products and services.
- Maintain skill set current on System Operating Systems and
third-Party applications used by Support Personnel and by FT
products.
- Assist with Special projects as assigned by GCS Management
- Provide customer requested ad hoc reports. Collaborate with
peers and colleagues to ensure quality and accuracy of all customer
delivered reports. This might be you if you have SOME of the
following
- Candidates to possess a computer science / software degree or
equivalent experience.
- One to two years' experience as a Customer Service agent
- Qualification or certification in Operating systems;
Windows
- Good skills in operating systems troubleshooting
- Need to be familiar with the ITIL standards (and successfully
complete an ITIL Foundation exam) as well as other Support and
Software industry Standards.
- Familiar with basic computer architecture (CPU, Network Cards,
Peripherals)
- Familiar with networking protocols and associated hardware and
infrastructure such as modems, routers, hubs, switches.
- Excellent communication and interpersonal skills
- Strong analytical and problem solving skills
- Trilingual (English/Spanish/Portuguese) required. Comps and
Benefits
Employer Paid:
Medical insurance
Vision insurance
Dental insurance
401(k)
Paid maternity leave.
Paid paternity leave.
Disability insurance
Requirements for Employment with Leads:
- Must pass criminal background check.
- Must live locally within the Largo area.
- Must show documentation of eligibility to work in the U.S. Note
that this job description represents the core technical
responsibilities of the role and is not meant to address goals,
productivity measures, or service levels.
We abide by the requirements of 41 CFR 60-1.4(a), 60-741.5(a).
These regulations prohibit discrimination against qualified
individuals based on their status as protected veterans or
individuals with disabilities and prohibit discrimination against
all individuals based on their race, color, religion, sex, sexual
orientation, gender identity, national origin, and for inquiring
about, discussing or disclosing compensation. Moreover, these
regulations require that covered prime contractors and
subcontractors take affirmative action to employ and advance in
employment individuals without regard to race, color, religion,
sex, sexual orientation, gender identity, national origin,
disability or veteran status.
Other details
- Pay Type Salary
- Job Start Date Monday, September 16, 2024
Apply Now
Keywords: Leadsonline, Largo , TECHNICAL SUPPORT SPECIALIST, IT / Software / Systems , Largo, Florida
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