What are the responsibilities and job description for the Technical Support Specialist position at iConvergence?
Overview:
iConvergence is seeking a skilled and customer-focused Technical Support Specialist to join our team. In this role, you will be the first point of contact for customers experiencing IT-related challenges, providing timely and effective solutions over the phone and, when necessary, on-site. If you have a knack for troubleshooting, a solid foundation in IT, and a passion for helping people, we’d love to hear from you!
Location: Houston, TX and Memphis, TN
Employment Type: Full-Time; On-Site, Not Remote
Reports To: IT Support Manager
Key Responsibilities:
- Customer Support: Answer incoming phone calls from customers, addressing technical inquiries and resolving IT issues related to PCs, operating systems (primarily Windows), and common Windows applications (e.g., Microsoft Office, email clients).
- Troubleshooting: Diagnose and resolve basic hardware and software problems, including system crashes, application errors, and performance issues.
- Network Connectivity: Troubleshoot basic network connectivity problems, both hardwired (Ethernet) and wireless (Wi-Fi), ensuring customers can access critical systems and resources.
- On-Site Assistance: Travel to customer locations as needed to provide hands-on support for issues that cannot be resolved remotely, such as hardware repairs or complex network setups.
- Documentation: Log all support interactions, including problem details, troubleshooting steps, and resolutions, in our ticketing system to maintain accurate records.
- Customer Education: Guide customers through step-by-step solutions with patience and clarity, empowering them to resolve minor issues independently when possible.
- Collaboration: Escalate complex issues to senior IT staff or specialized teams while keeping customers informed of progress.
Qualifications:
- Technical Skills:
- Strong foundational knowledge of IT, including PC hardware, Windows operating systems (e.g., Windows 10/11), and widely used Windows applications.
- Ability to troubleshoot basic network connectivity issues (e.g., IP conflicts, Wi-Fi signal problems, cable faults).
- Familiarity with common IT tools (e.g., remote desktop software, diagnostic utilities) is a plus.
- Experience: Previous experience in a technical support or help desk role is preferred but not required; we’re willing to train the right candidate with a solid IT foundation.
- Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users in a clear and friendly manner.
- Problem-Solving: A proactive approach to identifying and resolving issues efficiently, with strong attention to detail.
- Flexibility: Willingness to travel to customer sites as needed (valid driver’s license and reliable transportation required).
- Team Player: Ability to work independently and collaborate with colleagues to ensure top-notch customer service.
Why Join Us?
- Be part of a dynamic team that’s driving innovation and customer success.
- Opportunities for growth and skill development in a fast-paced IT environment.
- Competitive salary, benefits, and a supportive work culture.
Please apply at: applications@iconvergence.com
