Job Description
We are seeking a highly skilled Technical Support Specialist to join our elite team in Indianapolis, IN. This is an immediate start position focused on maintaining high uptime and service quality during weekend operations.
You will be the first point of contact for technical escalations, ensuring our clients receive seamless service. If you are a problem-solver who thrives in a fast-paced environment, we want to hear from you.
Responsibilities
- Resolve Technical Issues: Provide advanced troubleshooting for hardware, software, and network connectivity issues for onsite and remote clients.
- Manage Ticket Queue: Efficiently handle and prioritize incoming support tickets within established Service Level Agreements (SLAs).
- System Maintenance: Perform scheduled maintenance, updates, and patch management on weekend shifts to minimize downtime.
- Client Communication: Deliver professional, empathetic, and clear communication to clients regarding technical status and resolutions.
- Documentation: Maintain accurate and detailed records of all incidents, resolutions, and preventative measures in the ticketing system.
- Cross-Functional Collaboration: Work closely with the engineering and product teams to escalate complex bugs and gather feedback.
- Onboarding Assistance: Assist in the setup and configuration of new hardware and software for incoming personnel.
Qualifications
- Education: Associate’s degree in Computer Science, Information Technology, or related field (Bachelor’s preferred).
- Experience: 1-3 years of professional experience in IT Support, Helpdesk, or Technical Support roles.
- Availability: Must be available to work exclusively on weekends (Saturday & Sunday).
- Technical Skills: Proficiency in Windows and Linux operating systems; experience with Active Directory and VPN configurations.
- Communication: Excellent verbal and written communication skills with a customer-first mindset.
- Problem Solving: Strong analytical skills with the ability to diagnose complex issues quickly and effectively.