Handling Tier 1 support calls
Guiding callers through problem resolution
Managing open tickets and escalating when appropriate
Sharing insights and information to fellow team members
Actively listening to and enabling end users with solutions to common problems
Responsible for call documentation and escalation as necessary
Fielding, addressing, and prioritizing incoming help requests via phone, tickets, and remote support
Monitoring system updates to remain aware of common problems users are experiencing
Performing software installations for customers
Documenting, reviewing, and ensuring that all quality and change control standards are met
Applying diagnostic utilities to aid in troubleshooting
Accessing software updates, drivers, and knowledge base to aid in problem resolution
Testing fixes prior to closing tickets to ensure problems have been adequately resolved
Interacting and building relationships with site leadership where applicable
Documenting all pertinent end user identification information including nature of problem
Recording, tracking, and documenting the problem-solving process for each ticket
Participating in formal and informal training sessions to gain new skills and knowledge
Reviewing regular pertinent product update information to keep knowledge current
Contributing to and updating knowledge database and team training documentation
Collaborating with other team members to share and exchange information

Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
0-1 years of relevant work experience
Experience with CRM or standard ticketing systems and remote monitoring and management software
Experience with Microsoft Office standard applications
Experience with troubleshooting and diagnosing basic-level networking issues and problems with modern operating systems
Experience with virtualized and cloud-based environments
Familiarity with administering antivirus software
Familiarity with administering mobile devices and mobile device management systems
Understanding of Data management (backup) software and Windows Server
Understanding of DNS, DHCP, Internet infrastructure, and IP informational tools
Understanding of how to set file permissions, email protocols (SMTP, POP), Active Directory, and Citrix Servers

Product Support Technician

Key skills