What are the responsibilities and job description for the Support Specialist | $80K-$90K + Benefits | Industry Leading Integrated Solutions Provider position at PhillyTech.Co?
Company Description
Our client is an industry-leading, award-winning integrated technology solutions provider for builders and building owners. They’ve been in business for 10 years and are a one-stop shop for all connected building needs, including low-voltage cabling and infrastructure, network build-out, and all IP endpoints, including access control, IP cameras, Wi-Fi, and A/V. Their CEO has been featured on Fortune Magazine, acknowledging their service quality for its reliability and efficiency, and they have won the Thought Leadership Award in 2024.
Benefits:
- Dental, health, and vision insurance
- PTO
- Retirement plan
- Quarterly performance-based bonus structure
Job Description
We are seeking a Support Specialist to join our dynamic team and serve as a vital point of contact for technical support and customer service. The ideal candidate will be highly organized, detail-oriented, and customer-focused, with the ability to troubleshoot basic technical issues and coordinate with cross-functional teams to ensure excellent service delivery.
You will directly report to the Service Manager and assist him in Ticket resolutions for the existing and onboarding clients.
Responsibilities:
- Provide Tier 1 and Tier 2 technical support via phone, email, and remote tools.
- Troubleshoot hardware, networking, and system integration issues,
- Log, track, and resolve support tickets using a help desk platform (e.g., Zendesk, ServiceNow).
- Collaborate with field engineers and project managers to support deployments.
- Assist the client in onboarding and provide user training or documentation when necessary.
- Maintain accurate technical documentation and support logs.
Qualifications
- 3-5 years of experience in IT support or help desk role in a systems integrator or MSP environment.
- Strong experience with ticketing systems like ServiceNow, Zendesk, etc.
- Strong troubleshooting skills across Windows, networking, and common enterprise hardware/software, and another low voltage service.
- Basic understanding of integration systems like networking, low-voltage, and security systems.
- Excellent communication skills and a customer-first mindset
- Ability to prioritize, multitask, and work independently
Additional Information
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