Technical Support(Level 3)

Technical Support(Level 3)

Job location-Remote bur need to be close to Baltimore MD

Project-This is for retail Tech. This role requires to support various branches / Cafes in DMV area. This role will be doing the backend support / resolving network / PC issues. On an average this position will be working on 30-60 tickets a month. They need to be travelling to various branches for solving issues if they cant resolve it remotely .Rest of the time when not at onsite will work remotely .This position is 40 hours works but one should be ready to work after office hours when the branches closes which will be compensated either to start late or next day can start late.T hey need to login to tickets & take care of the task which is required

Must Skills required

Level 3 is required

This is backfill position

Technical background with PC / Mac / Network gear / UPS .

Relevant Certifications, such as CompTIA A , CompTIA Network or Google IT Support Professional Certificate can be advantageous

High School Diploma, GED or equivalent certification

Relevant Certifications, such as CompTIA A , CompTIA Network or Google IT Support Professional Certificate can be advantageous

Strong problem-solving skills

Excellent communication and interpersonal skills

Patience and ability to convey technical information to non technical users

Understanding of cabling (testing, running, repairing)

Flexibility to perform after-hours project work

Familiarity with a variety of Operating Systems (e.g., Windows 10, Windows 11, MacOS)

Knowledge of hardware components and basic networking concepts

bility to work independently and as part of a team

Preferred Qualifications

Bachelor's Degree

5 years of experience as an IT Professional

2 years of experience using Google Suite

JOB DESCRIPTION -

Technical background with PC / Mac / Network gear / UPS . Troubleshooting skills to resolve technical issues. Able to work independently. Good written and oral speaking skills. Solid problem-solving. Ability to engage customers to help solve and teach resolutions.

Responsibilities

Technical Support

Respond to and resolve user-reported technical issues via various communication channels, including phone, email or in-person.

Troubleshoot hardware and software problems on desktops, laptops, mobile devices and other IT equipment.

Install, configure and maintain operating systems, software applications and peripheral devices.

User Assistance

Provide guidance on how to use software applications, troubleshoot common user errors and offer training and self service tips when possible.

Ensure a positive customer service experience by addressing user concern and inquiries promptly and professionally.

Documentation and Knowledge Sharing

Create and maintain documentation for IT procedures, troubleshooting guides and knowledge base articles.

Share knowledge with colleagues and end-users to empower them to resolve common IT issues independently.

Continues Learning

Stay updated with emerging technologies and industry trends to enhance technical skills and provide innovative solutions