IT Support Specialist (Fully Remote)

The IT Support Specialist is on the front lines assisting clients with desktop, software and hardware related business technology issues. This individual is required to know how to configure, manage, monitor, maintain, and troubleshoot issues in an effective and efficient way.

Cerge has exceptional standards for customer service, not only for the clients we support, but also for our employees. It is our expectation that the person in this role possesses a positive attitude when working with others and has a helpful spirit when finding solutions.

At Cerge we believe that everybody is equally important to our mission. Cerge has exceptional standards for customer service, not only for the clients we support, but also for our employees. It is our expectation that the person in this role possesses a positive attitude when working with others and has a helpful spirit when finding solutions.

This will be a home based job and you must be based in Tampa, Florida.

Job Purpose:

Receiving, prioritizing, documenting, and actively resolving technical support requests from our clients in a timely manner. This job involves talking to clients over the telephone, communicating via email and chat, working in a busy (sometimes high pressure) support environment. You are expected to enjoy working with people and have excellent written and verbal communication skills.

Key Responsibilities:

• Possess a positive attitude, take initiative, excellent phone etiquette, excellent written and verbal communication skills
• Ability to prioritize and multi-task while accurately tracking time
• Enthusiasm for IT and technology - self-motivated
• The ability to solve problems without supervision
• Have a sense of urgency when completing various technical tasks
• Must demonstrate a strong technical acumen along with attention to detail
• Remote service desk position working from home - must be based in Florida
• Shifts may vary - after-hours and weekend shifts may be required
• Occasional overtime and overnight travel may be required
• Perform on-site service desk calls
• Participation in On Call Rotation
• Additional tasks as assigned

Typical work activities include:

• Logging incoming customer communication, taking ownership of, and working on support queries
• Manage effectively the resolution of support issues that are reported to the team
• Keep customers informed in a professional manner ensuring accuracy of detail
• Troubleshooting problems and providing advice on the appropriate action
• Accurately record time, activity and all customer communications in line with procedures
• Install, support and provide routine maintenance to hardware and software
• Analyze and resolve faults ranging from a major system crash to a forgotten password
• Ensure that documentation and job notes are kept up-to-date and accurate
• Other duties as and when required