Senior Technical Support Representative – SaaS platform
Motorola Solutions
DNSTCP/IP
IT Support Engineer
Thinc Forward
full-time
Posted on:
Location: Pennsylvania • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
Firewalls
About the role
- Handle all incoming support calls, emails, and verbal communications as the first line of support for all reported issues
- Research and identify solutions to software and hardware issues
- Diagnose and troubleshoot technical issues, including account setup and network configuration
- Ask customers targeted questions to quickly understand the root of the problem
- Track computer system issues through to resolution, within agreed time limits
- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
- Provide prompt and accurate feedback to customers
- Refer to internal database or external resources to provide accurate tech solutions
- Ensure all issues are properly logged
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting
- Document technical knowledge in the form of notes and manuals
- Troubleshoot servers, VM, firewalls, network outages
- Handle Tier 1 and Tier 2 tech support calls
- Other duties as assigned
Requirements
- Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role (3+ years)
- Must possess strong troubleshooting skills related to PCs (software and hardware), Networking (LAN, WAN, VPN, etc.), printers, scanners, analog fax, email, etc.
- Excellent problem-solving and communication skills
- Ability to provide step-by-step technical help, both written and verbal
- AS or greater degree in Information Technology, Computer Science, or relevant field
- A+, Network +, Microsoft Certification or related technical certification a plus
- MSP experience preferred
- Good written and oral communication skills
- DENTAL IT SUPPORT experience highly desired
