Description:
This position provides fast and effective technical assistance on computer systems and components by responding to client generated tickets for basic technical issues. Must have good technical knowledge, be able to communicate effectively, identify the problem and guide the end user through resolution steps. A Support Technician must be customer-oriented and able to interact via phone and face to face with end users patiently and effectively in line with Snider Technology values.
- Serve as the first point of contact for customers seeking technical assistance via phone, email or client portal.
- Respond to Helpdesk technical issues related to hardware failure, replacement, and new installs.
- Perform onsite troubleshooting through diagnostic techniques and customer interaction.
- Determine and implement best available solution for the issue.
- Escalate unresolved issues to the next level of support in accordance with company SLA’s.
- Document troubleshooting steps and resolution in corresponding PSA ticket.
- Maintain ownership of ticket until resolution or escalation is fulfilled.
Secondary Responsibilities may include:
- Assist Tier 2 Engineers with installs and projects through delivery and install of hardware.
- Submit any feedback or suggestions by customers to the appropriate internal team.
- Identify and suggest possible improvements on procedures.
- Review and maintain client documentation.
Purpose of role for the employee
The Support Technician position is an entry level (Tier 1) role designed to introduce the employee to an IT support career. This role allows the employee to gain a wide level experience, interact with clients in their preferred setting (remote or onsite) and gain exposure to the many facets of IT support. Advancement through the Support Technician levels will give the employee the training, certifications, and experience to pursue their desired area of specialization and achieve their career goals.