Instant Support Technician

Summary

As an Instant Support Technician, you will support our clients by providing front-line solutions to their technical issues with a focus on response and resolution plan SLAs. You will be expected to follow documented procedures for solving various technical issues and escalate tickets to engineers where applicable.

Essential Duties and Responsibilities include, but are not limited to the following:

• -Offer technical assistance on the delivery, configuration, setup, maintenance, and troubleshooting of computer systems, hardware, and software using documented procedures.

• -Resolve various technical issues submitted directly by clients or being detected by various tools.

• -Identifying and resolving areas of missing or inaccurate documentation.

• -Follow appropriate policies and procedures for creating, scrubbing, updating, escalating, and closing customer incidents and requests.

• -Communicate directly with clients of various businesses through phone, email, and chat; maintain an empathetic approach.

• -Understand the LinkTech Impact/Urgency matrix and respond properly to different priority tickets.

• -Follow procurement processes when necessary

Qualifications

• -Good problem-solving, analytical and team-working skills.

• -Openness to learning new technologies.

• -Sense of urgency

• -Detail-oriented

• -Ability to work in a fast-paced environment with a focus on “Instant” support

• -Possess excellent interpersonal and customer service skills

• -Strong written and verbal communication skills

• -Must be able to follow technical documentation and instruction