Technical Support and Customer Service Representative

$52,000 - $58,240/Yr

Viatouch Media - Little Ferry, NJ

Full-time - Mid Level

Remote - Little Ferry, NJ

Telecommunications

About the position

We are seeking a dedicated and knowledgeable Technical Support Representative to join our team. In this role, you will be responsible for providing exceptional technical assistance to our clients and internal teams. You will troubleshoot issues related to IT infrastructure, software applications, and hardware, ensuring that all support requests are resolved efficiently. The ideal candidate will have a strong background in IT support and a passion for helping others.

Responsibilities

• Provide first-level technical support for hardware and software issues via phone, email, or chat.
• Troubleshoot and resolve issues related to Vicki operating systems.
• Utilize tools such as Remedy, Jira, and ServiceNow for ticket management and issue tracking.
• Assist with computer networking problems and provide guidance on network configurations.
• Maintain accurate records of support requests and resolutions in the ticketing system.
• Collaborate with other IT teams to escalate complex issues as needed.
• Educate users on best practices for IT security and computer management.
• Participate in ongoing training sessions to stay current with new technologies and processes.

Requirements

• Proven experience in a technical support role or similar position within IT support.
• Familiarity with IT infrastructure components including networking, servers, and workstations.
• Proficiency in using ticketing systems such as Remedy or ServiceNow is preferred.
• Experience with computer networking concepts and troubleshooting techniques.
• Knowledge of Mac OS, Linux, and Windows operating systems is essential.
• Strong problem-solving skills with the ability to work independently as well as part of a team.
• Excellent communication skills with a customer-focused mindset.

Benefits

• Health insurance
• Dental insurance
• Paid time off
• Vision insurance