Job description

Sun Com Mobile LLC is seeking a Technical Support Specialist to desktop support for a national retail company with 300+ locations.

The desired individual will have 1 – 3 years’ experience installing and configuring computer hardware, software, systems, networks, printers, and scanners. They will oversee a team of technical support assistants that provide remote technical support over the phone. Responding in a timely manner to service issues and requests is critical. The technical support team supports end users on routine hardware and software problems including operating system support, application support, system access problems and telecom issues.

Additionally, the Technical Support Specialist will answer and reply to emails and customer calls concerning their technical problems. They ensure the technical staff follows the required guidelines and procedures.

Responsibilities

• Provides excellent 2nd line/desk side incident, problem and request management support in accordance with documented processes
• Resolution of all escalated Service Desk tickets and associated customer expectation management
• Effective and proactive communication of problems/issues that impact the business (e.g. outages)
• Schedule and support video and audio conferences as required Responsibilities
• Provide full life cycle management of all escalated incidents, requests and problems including troubleshooting research, investigation, isolation and resolution
• Update and manage all escalated tickets in accordance with local, regional and global standards and processes
• Work with the team to manage all local hardware assets and assist with hardware upgrades and tracking
• Successfully meet timelines and/or budgets for assigned projects
• Provide support to other IT teams by providing testing of new software packages and upgrades to existing software applications
• Update and contribute to the Knowledge base to share expertise
• Act as a technology resource to the company for industry trends, technology implementations (hardware and software) and change management issues
• Repair and maintain all company-supported laser printers, laptops, desktops and video equipment in accordance with company standards
• Participate as required in moving users to other offices or floors
• Configure and monitor equipment used for high level meetings
• Provide support for audio visual/video conference meetings and events
• Interact directly with video conference users to provide remote, phone based, and in-room support/troubleshooting for real time and scheduled video conference bridges
• Monitor significant video conference meetings, providing immediate response to connectivity or participant needs as necessary
• Maintain inventory of all audio and video equipment and provides maintenance as needed
• Provide programming and move/add/change support for office phones (where applicable)
• Provide and manage print queues, monitor and troubleshoot print server issues (where applicable)
• Adhere to all IT and user quality assurance policies and practices
• Adhere to all company and IT security policies and practices
• Provide support on an overtime basis as needed to support technical issues within the company
• Provide on-call support as part of an agreed schedule
• Under general supervision, monitor, document and update existing network systems and local server hardware and assist in implementation of updates and problem resolution Lead implementation activities and resolve integration issues relate to the implementation of new systems with the existing infrastructure.

Qualifications:

• University degree in a related field preferred. An equivalent combination of education and/or experience may be considered in lieu of the degree when the experience has been directly related to the functions of the job

Technical Skills:

• Advanced proficiency in Microsoft Office products
• Advanced knowledge time recording systems, metadata management systems, PDF converters, media players, document encryption and compression tools
• In-depth understanding of AD including Active Directory role, Exchange, TCP/IP, DNS, DHCP, VPN as it relates to desktop support activities
• Strong knowledge of hardware, printers and laptops and iPhone and Android devices
• Imaging and configuring PCs to company standards for rollout to users
• Ability to 'teardown' and repair laser printers (where applicable)
• Ability to build a clone computer and troubleshoot all computer hardware issues
• Strong knowledge in replacing broken parts in laptops and troubleshoot all laptop hardware issues

Performance Traits:

• Strong written and verbal communication skills. Able to communicate effectively and in a professional manner with all levels of the company and outside vendors
• Ability to work in a diverse team environment and effectively support the demanding needs of the company
• Ability to work under pressure, meet deadlines with shifting priorities
• Must be a self-starter with a high level of initiative
• Strong customer service skills, able to anticipate needs and exercise independent judgment
• Strong attention to detail, organizational skills and the ability to handle multiple projects
• Maintains confidentiality and exercises discretion
• Exercises solid strategic thinking and problem-solving skills
• Team player
• Excellent customer service skills, e.g. helpful empathetic approach; handles difficult customers and situations in a calm professional manner
• Encourage team members to provide continuous feedback to each other and share information openly
• Ability to mentor and direct other team members to ensure the completion of tasks

Job Type: Full-time

Salary: $45,000.00 - $50,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• On call

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Sugar Land, TX 77478: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Technical Support: 1 year (Preferred)

Language:

• Spanish (Preferred)

Work Location: One location

Job Type: Full-time

Pay: $45,000.00 - $50,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• On call

Ability to commute/relocate:

• Sugar Land, TX 77478: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Technical support: 1 year (Preferred)

Language:

• Spanish (Required)

Work Location: One location

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