Technical Support Specialist addressing customer inquiries and resolving complaints for products and services. Collaborating with teams to ensure excellent customer service in the client experience department.
About the role
- Bilingual Support Engineer I handling Tier 1 IT support at K3 Technology in Dallas, Texas. Delivering excellent customer service and troubleshooting various IT issues.
Responsibilities
- Ticket Triage: Categorize, prioritize, and assign incoming support tickets to appropriate teams
- Service Request Fulfillment: Address common requests such as password resets and software installations
- Incident Resolution: Troubleshoot basic issues, escalate unresolved issues after 30 minutes
- Customer Interaction: Communicate clearly and professionally with clients, providing timely updates
- Advanced Troubleshooting: Resolve complex issues related to Active Directory and Office 365
- Onboarding & Provisioning: Set up new employees by provisioning user accounts and configuring workstations
- System Maintenance: Keep documentation up to date and create SOPs
- Process Improvement: Evaluate system performance and recommend improvements
Requirements
- Prior IT support experience is required
- Technical Skills: Solid troubleshooting skills with experience in MS Windows, Office 365, MacOS, and networking
- Familiarity with remote management tools and backup solutions is beneficial
- Exceptional problem-solving, customer service, and conflict-management skills
- Ability to thrive in a fast-paced, on-site environment
- Relevant certifications are a plus
Benefits
- 401(k) with up to 3.5% match
- Generous PTO and paid holidays
- Paid training, certifications, and ongoing professional development
- Transparent, communicative work environment with an open-door policy
- Opportunities for personal and professional advancement
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Tech skills
Location requirements
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