Bowlero Corporation - Mechanicsville, VA
posted 4 months ago
The IT Support Technician II is a vital role within our corporate team, responsible for providing exceptional customer support through various channels, primarily via telephone. This position requires a proactive approach to problem-solving, as the technician will be tasked with diagnosing and resolving issues that clients encounter with their systems. The technician will work closely with other IT department members to ensure that all support requests are handled efficiently and effectively. The ideal candidate will possess strong communication skills, allowing them to keep clients informed about the status of their support requests while maintaining a professional demeanor in all interactions. In this role, the technician will be expected to manage a call stack, prioritizing support requests based on severity and client needs. They will also be responsible for maintaining accurate logs of all interactions and updates, ensuring that all documentation is clear and professional. The technician will utilize various hardware and software testing tools to monitor and respond to issues, providing high-quality service to clients at all times. Additionally, the role involves configuring, installing, updating, troubleshooting, repairing, and replacing computer systems and related hardware throughout the organization. The work environment is dynamic, with the expectation that technicians will be available to work nights and weekends as part of a rotating schedule. This position does not have supervisory responsibilities but requires a commitment to teamwork and collaboration. The technician will also be expected to contribute to internal analysis and support during system outages or performance degradation, ensuring that all issues are escalated appropriately. Overall, the IT Support Technician II plays a crucial role in maintaining the operational integrity of our IT systems and providing top-notch support to our clients.