Support Specialist (IT)

Responsibilities of a Support Specialist (IT):

• Perform remote servicing and/or repair of company products/services.
• Provide technical support to customers regarding operational or maintenance aspects of system equipment.
• Act as the primary contact for technical and service-related problems.
• Diagnose mechanical, hardware, software, and systems failures using established procedures.
• Determine the most cost-effective repair/resolution to minimize customer downtime.
• Respond to escalations and provide status updates to stakeholders.
• Manage remote fix agents, driving issues to resolution and communicating progress to stakeholders.
• Contribute to the development of concepts and techniques within the technical support domain.
• Complete complex tasks in creative and effective ways.
• Consistently work on complex assignments requiring independent action and a high degree of initiative to resolve issues.
• Make recommendations for new procedures to enhance efficiency.
• Prepare reports for the analysis of product failure trends and serviceability issues.

Qualifications for Support Specialist (IT) Role:

• High school diploma or equivalent.
• Experience in technical troubleshooting.
• Familiarity with customer ticketing systems.
• Knowledge of MMS, RCS, SMS, and Voicemail messaging troubleshooting.
• Proficiency with Microsoft Office applications.
• Previous experience in cell phone network operations is a plus.