Technical Support Specialist

Our client, iwerk, needs Experienced Support Technicians to join our team, from the more entry-level Helpdesk, to Tiers 1-3 level, and up to Network Engineers.

For Helpdesk + Tier 1, you'll serve as as the initial point of contact for our customers. You need to have good technical knowledge (comprehensive understanding of typical end-user desktop issues). You'll be be the first on the team to try to understand the problem and find its solution. You must be customer-service oriented and patient while managing customer needs and requests.

For Tier 2 and up, you'll serve as a level of escalation for customers seeking assistance - anything our team of Tier 1 Helpdesk Techs can't efficiently resolve could get escalated up to you. You need to have good technical knowledge and be able to communicate effectively (both internally and externally) to understand the problem and explain its solution (again, both to Tier 1 and to the clients). You must be customer-service oriented and patient while managing all the tickets that get escalated up to you.

If you're a self-starter, someone able to effectively multi-task in a fast-paced environment, you'll do well here! We look for people who can work independently, with minimal supervision, as well as coordinate and collaborate as part of a larger support team. Does that sound like you?

This is a direct hire (W2) full time position with full benefits (401k with match, Healthcare, Dental, Vision, Life, Cell Phone allowance, and more).

This is a hybrid position, with about a 50/50 split between WFH and In Office. The expected schedule is 40-50 hours per week, Monday to Friday, around the hours of 8:30 am to 5:00 pm CST.

This position has a pay range of about $55k-85k, depending on experience and abilities.

Here are the Core Values at iwerk:

• Integrity - being honest, principled, and sound
• Ingenuity - being clever, original, and inventive
• Empathy - understand and share the feelings of another
• Positivity - being optimistic in attitude
• Kaizen - striving to improve continuously

These would be your Major Responsibilities if you take on this role:

• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Follow-up with tickets & escalations; update customer request status and information in our CRM software.
• Ensure customers are updated on their request/issue with effective communication.
• Support Helpdesk team in solving unresolved issues, acting as the next level of support personnel
• Regular communication and interaction with the Help Desk Service Manager.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Identify and suggest possible improvements on procedures, systems - make technology recommendations as you see opportunities to improve customer's experiences and setups

These are the Requirements we are looking for:

• Associates or bachelors degree in related field OR minimum 3 years work experience.
• Proven experience as a senior help desk technician or other technical customer service role supporting end
• users.
• Strong attention to detail, focus on customer satisfaction, and the ability to work as part of a team.
• Excellent communication skills.
• Excellent troubleshooting skills.
• Ability to diagnose and resolve technical issues.
• Strong proficiency in English.
• Strong understanding of and experience with computer systems, mobile devices, and other
• technology products.
• Expected to have a wide range of experience
• Microsoft Office Suite, Windows,
• Zoom, Mac OS, iOS,
• Android,
• Antivirus, printers, and VPNs
• Networks, firewalls, servers
• Phone systems
• CompTIA A+/Net+ certifications are a plus.
• Ability & willingness to continuously learn new software and hardware platforms.
• Ability to work under pressure while always maintaining a high degree of professionalism.
• Occasional nights and weekends as needed to perform off-hours maintenance, migrations, upgrades

If this sounds like what you've been looking for, then let's get talking today!

#ZR