Support Technician

About the position

The Support Technician role is focused on providing high-quality technical support to clients, ensuring efficient resolution of hardware and software issues. The position requires strong customer service skills, attention to detail, and the ability to work proactively in a fast-paced environment. The technician will be responsible for diagnosing problems, configuring systems, and maintaining support documentation while establishing positive relationships with clients and colleagues.

Responsibilities

• Provide tech support by diagnosing and solving hardware or software faults and troubleshooting basic technology issues.
• Guide clients through a series of actions to help resolve issues or configure systems, either face-to-face or over the phone.
• Install and configure computer hardware and software.
• Maintain and update support information and actions in the Tech Ticketing system, including procedural documentation and relevant reports.
• Follow standard procedures and written instructions to repair faults or set up computer systems.
• Support the roll-out of new applications, tools, and services.
• Set up new users' accounts and profiles and address password issues.
• Respond within agreed time limits to incidents and service requests.
• Work continuously on tasks until completion or escalate to another group when appropriate.
• Prioritize and manage multiple open cases simultaneously.
• Establish good working relationships with customers and colleagues within Tech.
• Represent Tech with professionalism and demonstrate Tech values at all times.

Requirements

• Minimum 2 years of Tech and Deskside Support experience.
• Comfortable working with both PC and Mac platforms across various operating systems (including MacOS and Windows 10).
• Previous experience supporting Apple hardware and software (MacBook, iPad, iPhone, Keynote, Mac OS, iOS).
• Experience delivering services to and interacting with VIPs and Executives.
• Ability to manage multiple client priorities, coordinate activities, and manage expectations.
• Excellent time management skills.
• Technical knowledge of TechnologySM tools (e.g., ticketing systems, reporting & survey management).
• Excellent Zoom and Remote support experience.
• Confident in A/V equipment.
• Flexibility in offering Executive home support and traveling to various office locations for in-person support.
• Excellent interpersonal and communication skills, both written and verbal.
• Demonstrable ability to establish positive working relationships with internal clients and peers in Technology.
• Ability to work effectively across all levels of the organization and handle requests with discretion, tact, diplomacy, and patience.
• Strong analytical/technical problem-solving and troubleshooting skills across a wide range of technology.
• Expert knowledge of Microsoft Office Suite of products.
• Strong PC/Laptop hardware troubleshooting and deployment skills.
• Strong Apple/MacBook hardware troubleshooting and deployment skills.
• Strong software application installation/troubleshooting skills.
• Familiarity with installing and supporting various third-party software.
• Understanding of basic networking and network troubleshooting.
• Working knowledge of ServiceNow.
• Strong Android/iOS mobility support.

Nice-to-haves

• A+ Certification can be accepted in lieu of degree.