Job Description
Sun Com Mobile LLC is seeking a Technical Support Specialist to desktop support for a national retail company with 300+ locations.
The desired individual will have 1 – 3 years’ experience installing and configuring computer hardware, software, systems, networks, printers, and scanners. They will oversee a team of technical support assistants that provide remote technical support over the phone. Responding in a timely manner to service issues and requests is critical. The technical support team supports end users on routine hardware and software problems including operating system support, application support, system access problems and telecom issues.
Additionally, the Technical Support Specialist will answer and reply to emails and customer calls concerning their technical problems. They ensure the technical staff follows the required guidelines and procedures.
Responsibilities
Provides excellent 2nd line/desk side incident, problem and request management support in accordance with documented processes
Resolution of all escalated Service Desk tickets and associated customer expectation management
Effective and proactive communication of problems/issues that impact the business (e.g. outages)
Schedule and support video and audio conferences as required Responsibilities
Provide full life cycle management of all escalated incidents, requests and problems including troubleshooting research, investigation, isolation and resolution
Update and manage all escalated tickets in accordance with local, regional and global standards and processes
Work with the team to manage all local hardware assets and assist with hardware upgrades and tracking
Successfully meet timelines and/or budgets for assigned projects
Provide support to other IT teams by providing testing of new software packages and upgrades to existing software applications
Update and contribute to the Knowledge base to share expertise
Act as a technology resource to the company for industry trends, technology implementations (hardware and software) and change management issues
Repair and maintain all company-supported laser printers, laptops, desktops and video equipment in accordance with company standards
Participate as required in moving users to other offices or floors
Configure and monitor equipment used for high level meetings
Provide support for audio visual/video conference meetings and events
Interact directly with video conference users to provide remote, phone based, and in-room support/troubleshooting for real time and scheduled video conference bridges
Monitor significant video conference meetings, providing immediate response to connectivity or participant needs as necessary
Maintain inventory of all audio and video equipment and provides maintenance as needed
Provide programming and move/add/change support for office phones (where applicable)
Provide and manage print queues, monitor and troubleshoot print server issues (where applicable)
Adhere to all IT and user quality assurance policies and practices
Adhere to all company and IT security policies and practices
Provide support on an overtime basis as needed to support technical issues within the company
Provide on-call support as part of an agreed schedule
Under general supervision, monitor, document and update existing network systems and local server hardware and assist in implementation of updates and problem resolution Lead implementation activities and resolve integration issues relate to the implementation of new systems with the existing infrastructure.
Qualifications:
University degree in a related field preferred. An equivalent combination of education and/or experience may be considered in lieu of the degree when the experience has been directly related to the functions of the job
Technical Skills:
Advanced proficiency in Microsoft Office products
Advanced knowledge time recording systems, metadata management systems, PDF converters, media players, document encryption and compression tools
In-depth understanding of AD including Active Directory role, Exchange, TCP/IP, DNS, DHCP, VPN as it relates to desktop support activities
Strong knowledge of hardware, printers and laptops and iPhone and Android devices
Imaging and configuring PCs to company standards for rollout to users
Ability to 'teardown' and repair laser printers (where applicable)
Ability to build a clone computer and troubleshoot all computer hardware issues
Strong knowledge in replacing broken parts in laptops and troubleshoot all laptop hardware issues
Performance Traits:
Strong written and verbal communication skills. Able to communicate effectively and in a professional manner with all levels of the company and outside vendors
Ability to work in a diverse team environment and effectively support the demanding needs of the company
Ability to work under pressure, meet deadlines with shifting priorities
Must be a self-starter with a high level of initiative
Strong customer service skills, able to anticipate needs and exercise independent judgment
Strong attention to detail, organizational skills and the ability to handle multiple projects
Maintains confidentiality and exercises discretion
Exercises solid strategic thinking and problem-solving skills
Team player
Excellent customer service skills, e.g. helpful empathetic approach; handles difficult customers and situations in a calm professional manner
Encourage team members to provide continuous feedback to each other and share information openly
Ability to mentor and direct other team members to ensure the completion of tasks
Job Type: Full-time
Salary: $45,000.00 - $50,000.00 per year
Benefits:
401(k)
401(k) matching
Dental insurance
Flexible schedule
Health insurance
Paid time off
Vision insurance
Schedule:
8 hour shift
Monday to Friday
On call
Supplemental pay types:
Bonus pay
Ability to commute/relocate:
Sugar Land, TX 77478: Reliably commute or planning to relocate before starting work (Required)
Experience:
Technical Support: 1 year (Preferred)
Language:
Spanish (Preferred)Company Description
Sun Com Mobile
We are a premier authorized retailer of Cricket Wireless with 300+ stores in 8 states. We are a growing retailer with an ever-expanding customer base.
At Sun Com Mobile, our mission is to be the partner of choice for Cricket Wireless by delivering exceptional customer experience to each and every customer along with providing a superior wireless value proposition.
Are you looking to further your career and join a team of dedicated, loyal and successful colleagues? Look no further - SunCom Mobile is the place for you.