Junior Support Technician

Technical | Charlotte, NC

Job Type

Job Summary:

TelWare is looking for tech-minded individuals for front-line support. This role will provide support services to clients with information technology-related issues including desktops, mobile devices, network services, and telephony equipment. Successful technicians deliver first-class customer service by answering customer calls and actively listening to their issues, building customer relations, troubleshooting and solving a variety of customer issues, and generating excitement for new solutions and products.


  • Receive, manage, and assist with online and phone initiated technical issues and inquiries
  • Research, respond to, and accurately resolve cases of moderate complexity, in a timely manner and in accordance with team standards
  • Evaluate, prioritize, and track support tickets – Escalate incidents to the appropriate team member when unable to resolve issues while monitoring full life cycle of ticket to ensure it is resolved
  • Address issues coming in thru support line or ticket process such as:
  • Password resets
  • Printer issues
  • Basic Windows support
  • Phone system programming
  • Network troubleshooting
  • App assistance
  • Installing and removing software
  • Diagnosing Hardware and Software troubles
  • VPN troubleshooting / assistance
  • General admin such as managing clients in service/CRM software, maintaining logs and time for support tickets, and documenting hardware, networks, and equipment
  • Work with proper teams to communicate ongoing problems and issue resolutions
  • Performs other duties as assigned



Required Skills/Abilities: 

  • Strong analytical and problem-solving skills.
  • Ability to master new skills quickly and efficiently.
  • Desire to learn and retain new information.
  • Ability to communicate effectively (both verbally and in writing).
  • Excellent organizational and interpersonal skills.
  • Highly motivated self-starter, able to lead initiatives as well as contribute as a team member.
  • Ability to perform comfortably in a fast-paced, deadline-oriented work environment.
  • Must be willing to commute and work in the Charlotte Area.

Education and Experience:

  • General IT/Computer knowledge.
  • Entry Level Networking experience a plus.
  • Salesforce (or CRM) working knowledge a plus.
  • BS/BA degree in Business, Accounting, Computer Science or related a plus.
  • Customer Service experience a plus.
  • This position requires a passing score on the SSCA® Certification test (course and associated tests will be supplied by TelWare and can be reviewed at the following web link https://www.thesipschool.com/courses/view)

Physical Requirements: 

  • Prolonged periods of sitting or standing at a desk and working on computers.
  • Must be able to lift 15 pounds at times.
  • May be required to work on-call or long hours in case of network malfunction.