Junior Support Technician

Technical | Charlotte, NC

Job Type
Full-time

Description
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.

As a Junior Support Technician on the First Responders team, you will own and solve incoming customer support cases covering the entire TelWare product portfolio.

Duties/Responsibilities:

  • 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 the First Responders Team standards.
  • Evaluate, prioritize, and track support tickets – Escalate incidents to the appropriate team member when unable to resolve issues, monitoring the full life cycle of a ticket to ensure it gets completed.
  • Examples of First Responders Team issues include:

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 the hardware, networks, and equipment.
  • Communicate ongoing problems and issue resolutions to management and Engineering.
  • Performs other duties as assigned.
Requirements

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, NC area (28213).

Education and Experience:

  • General IT/Computer knowledge (Can you build a computer? Do your grandparents call you for help with their iPhones?)
  • Entry Level Networking experience is a plus.
  • Salesforce (or CRM) working knowledge is a plus.
  • BS/BA degree in Business, Accounting, Computer Science or related a plus.
  • Customer Service experience is a plus.
  • This position requires a passing score on the  SSVVP® Certification test (course and associated tests will be supplied by TelWare and can be reviewed at the following weblink 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 after hours in case of network malfunction.

861851 | Junior Support Technician