IT Support Specialist, Level 2
Acordis International Corp - Miramar, FL
posted 3 months ago
About the position
Acordis International Corp is seeking a Level 2 IT Support Specialist to join our rapidly growing team. As a premier Cisco Partner, we provide a wide range of IT services and solutions, including unified communications, networking, data center, security, and cloud-based solutions. This position is crucial as you will serve as the first line of support for our clients, addressing intermediate technical issues and ensuring that customer satisfaction remains a top priority. You will be responsible for providing technical support to users, identifying, investigating, and resolving problems related to computer software and hardware. Your role will involve collaborating with other team members to research and resolve issues, ensuring that all customer interactions are handled with professionalism and efficiency. In this role, you will be expected to apply your knowledge of computer software, hardware, and procedures to solve complex problems. You will track and route problems to the appropriate resources, update customer data, and produce activity reports. Additionally, you will walk customers through the problem-solving process, follow up to ensure issues are resolved, and maintain accurate documentation of all support tickets. Your ability to recommend procedure modifications or improvements will be key in enhancing our service delivery. Staying current with system information, changes, and updates will also be part of your responsibilities, as you work to preserve and grow your knowledge of help desk procedures, products, and services. Acordis International Corp prides itself on delivering high-quality products and services to our clients, and as an IT Support Specialist, you will play a vital role in maintaining these standards. We are looking for someone who is not only technically proficient but also possesses strong interpersonal skills to foster positive customer relationships. If you are passionate about technology and customer service, this is the perfect opportunity for you to grow your career in a dynamic and supportive environment.
Responsibilities
- Provides technical support identifying, investigating, and resolving users problems with computer software and hardware for problems that are beyond the expertise of Technical Support Representatives.
- Applies knowledge of computer software, hardware, and procedures to solve problems.
- Collaborates with other employees to research and resolve problems.
- Provide first level contact and convey resolutions to customer issues.
- Properly escalate unresolved queries to the next level of support.
- Track, route and redirect problems to correct resources.
- Update customer data and produce activity reports.
- Walk customers through problem solving process.
- Follow up with customers, provide feedback and see problems through to resolution.
- Utilize excellent customer service skills and exceed customer expectations.
- Ensure proper recording, documentation and closure of tickets.
- Recommend procedure modifications or improvements.
- Preserve and grow your knowledge of help desk procedures, products and services.
- Monitor and maintain Service Desk Application.
- Inform management of recurring problems or issues.
- Stay current with system information, changes and updates.
Requirements
- Associate Degree required for Level 2, Bachelor's preferred.
- 3-5 years of relevant experience or equivalent combination of education and work experience.
- Working knowledge of help desk software, databases and remote control and fundamental operations of relevant hardware and other equipment.
- Proven working experience in providing help desk support preferably in a managed IT environment.
- Strong Microsoft Office skills along with server, desktop, notebook implementation experience.
- Strong interpersonal skills, excellent verbal and written communication skills.
- Ability to promote and maintain customer relationships.
- Strong organizational and time-management skills.
- Strong contract management skills.
Nice-to-haves
- Troubleshooting PC-based computer hardware.
- Virus/Spyware removal.
- Printing (local and remote).
- VPN setup and operation (client and server).
- Wireless (WiFi) protocols and security.
- DNS, DHCP, TCP/IP.
- Outlook/Office 365 Configuration.
- Strong understanding in area of Technical Support.
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Life insurance
- Tuition reimbursement
- Paid time off
- Employee assistance program
- Referral program
- Retirement plan
