Job Description

Join our team as a Technical Support Agent in a highly supportive and collaborative environment. We are seeking a motivated professional who brings strong customer service skills and a commitment to delivering an exceptional support experience. In this role, you will be responsible for providing technical assistance to external clients across a variety of computer applications and platforms, ensuring issues are handled efficiently and professionally while maintaining a high standard of service quality.

Job Responsibilities

Provide prompt and effective technical assistance via phone or email, ensuring customer service excellence and managing expectations.
Log and manage all customer-reported issues in our ticketing system.
Monitor and respond to customer inquiries, lead communication efforts, and ensure timely status updates and issue resolution.
Diagnose and resolve technical issues remotely, utilizing available resources for research.
Advise users on best practices and appropriate actions.
Follow up with customers to ensure complete resolution of issues.
Redirect or escalate problems to the appropriate internal or external resource.
Identify and escalate situations that require urgent attention.
Create and update client support documentation, knowledge base articles, and problem resolution records.

Job Qualifications

Strong verbal and written communication skills with the ability to provide excellent customer support.
Proven customer service experience with a strong understanding of support best practices and a customer-first mindset.
Strong analytical and problem-solving skills to troubleshoot and resolve IT-related issues efficiently, with the ability to identify root causes and implement effective solutions.
Ability to work independently while collaborating effectively within a fast-paced team environment, demonstrating ownership and accountability for assigned work.
Experience using help desk or ticketing systems.
Excellent time management, organizational skills, and attention to detail.
Positive attitude with the ability to adapt to changing priorities and work well with customers and team members in dynamic environments.
Working knowledge of Windows operating systems and macOS environments.
Experience supporting Active Directory, Azure Active Directory, Microsoft 365 (Office 365), and Google Workspace (G Suite).
Familiarity with VoIP systems and related technologies.
Basic desktop and end-user troubleshooting experience, including printers, scanners, and peripheral devices.
Understanding of computer networking, Wi-Fi connectivity, and network-attached devices.
Experience with HaloPSA, NinjaOne RMM, IT Glue, or Hudu is a plus.
Experience supporting WatchGuard and SonicWALL firewalls is preferred.
Familiarity with Ubiquiti switches and wireless access points is a plus.
Experience with VoIP platforms such as 3CX, FreePBX, FusionPBX, Asterisk, or Freeswitch is highly desirable.
Knowledge of cybersecurity and IT management tools such as Huntress EDR, AutoElevate, Veeam, Proofpoint, and Exclaimer is a plus.
Industry certifications such as Network+, Security+, Server+, CCNA, MCSA, or MCSE combined with relevant experience are highly valued.