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Technical Support Specialist - Tier 2

Company: PremierePC Technology Group
Location: Mauldin
Posted on: January 15, 2022

Job Description:

PremierePC -has a full-time opportunity for a motivated, -self-starting -Technical -Support -Specialist who has -a keen eye for detail.

The Technical Support Specialist is an entry level position which will -assist -in simple break-fix technology situations, onsite visits, drop off and issue diagnosis, and running remote optimizations and routines. Most importantly, we are looking for an individual who is eager to learn, highly customer-focused, patient, an effective communicator, and has a positive attitude. - Excellent understanding of general and -high-level -concepts of PC computing and networking is -required.

The typical workday is 8:00AM - 5:00PM, -with 60 mins of breaks provided. The daily responsibility of the help desk team is to ensure that all -client -facing cases are -completed -in a -timely -manner, which means staying after 5:00PM some days.
Responsibilities and Duties:
Perform -broad -spectrum desk side support service (software, hardware, peripherals).
Troubleshoot Windows workstations, -Windows Servers, and Mac Workstations.
Software installation, configuration, and troubleshooting.
Perform Remote support over the -phone.
Onsite work WILL be -required -for installation/support of the client's -environment.
Network troubleshooting (Router, Smart Switch, VLAN, -WiFi).
VoIP system support and troubleshooting.
Create and update tickets to track ALL client interactions and support -remedies.
Document supported system and application procedures and processes.
Continuing Education
Keep -abreast -of technology changes and proactively look for opportunities to improve -service.
Maintain awareness of changes in security practices and new threats.
Client Service
The ability -to communicate technical details to non-technical -users.
Answer and process customer calls effectively and efficiently.
Follow proper troubleshooting steps, ask clarifying questions, and discover underlying causes of concern.
Provide -a timely -resolution for the customer.
Effectively educate customers on product use and -assist -them in fully -utilizing -available features to improve office productivity.
Maintain effective call ownership by ensuring contact with ongoing issues and managing open items.
Document all customer-related conversations, steps and actions taken, and results and resolutions obtained throughout each call.
Assist -with other assignments as -required -to ensure quality customer service is being provided (Audits, account reviews, client outreach).
Participate in special projects.
Other duties as assigned by -Management.

A.S. degree and 2 -years' -experience -in PC Support/Network Administration or a minimum of 3 -years' -experience -and relevant certifications.
One of the following certifications at minimum (A+, Networking+, Security+).
1-year practical experience with -a call -center or technical support preferred.
Previous -experience in IT, customer service, -and -other related fields.

Qualifications and Skills:
Attention to -Detail -Focused on Productivity
Comfortable with Technology
Energetic, -Positive Attitude, Desire to Learn
Problem Solver, Embraces Change, Innovative
Ability to -Multitask.
Strong Sense of urgency
Strong troubleshooting and critical thinking skills
Must -be a team -player.
In-depth knowledge of Windows Desktop Operating Systems (Win10)
Proficient with Windows Server 2016+, Active Directory, and Group Policy
The ability -to communicate technical details to non-technical -users.
Ability to prioritize -workload.
Strong customer service and communication skills
Desired Qualifications
Experience with Azure and 365
Experience -with Meraki Devices
A+ Certification or better

About -PremierePC -Technology Group:
We are a small business that -provides -managed IT services for other small businesses. We work closely with these clients to advise and help make sure all their technology needs are met. Developing and -maintaining -these relationships will be the key element of your job. -PremierePC -focuses on a culture of teamwork, learning and growing together toward the common goal of maximizing potential through technology.

Working Environment:
The majority of -the team works from our physical Mauldin office. Several team members are also full-time work from home. WFH is offered to those that require it on -an as -needed basis. Ideally, the TSS would be a full-time physical resource.

Benefits and Salary:
This is a salaried position. The starting salary will range from $45,760 to $49,920 for the first -90 days, after which time an -additional -raise will be considered based on historical performance. Our client facing -workday -is from 8:00AM to 5:00PM. As a salaried team member, -working -outside of these hours may be -required. It will always be communicated in advance and is -generally limited -to special projects or -after-hours -rotation.

Paid Time Off (PTO) is -accrued -at the rate of 1 day per partial month worked, -12 days -per year max. In addition, tenure days are added for each full year a team member is employed with a current maximum of 5 tenure days.

Work from home (WFH) is available to all on an as needed basis to prevent having to take full PTO days and to help support personal and family needs.

Paid Holidays (Typical holidays listed below. May vary by year)
New Year's Day
Good Friday
Memorial Day
Independence Day
Labor Day
Thanksgiving Day
Day after Thanksgiving (will vary based on client closures)
Christmas Day
Company Designated Holiday (usually the day before or after Christmas, based on client closures)

Additional -benefits include:
Weekly pay (direct deposit)
Weekly bonus to help offset private health care costs ($175 per month)
Access to free Tele-health services.
Access to private health insurance offered by Kemper Health. (Employee paid)
Access to private supplemental insurance offered by Colonial Life (Employee Paid)
A year-end bonus -is based -on company -earnings.
Taco Rewards for work well done which can be -redeemed -for gifts, Amazon cards, or -additional -PTO.

Keywords: PremierePC Technology Group, Asheville , Technical Support Specialist - Tier 2, IT / Software / Systems , Mauldin, North Carolina

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