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Technical Support Specialist
Skills
Analytical SkillsCustomer SupportIT EscalationTechnical SupportTroubleshootingIT Customer SupportApplications Support
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 2-4 years of experience in IT customer support with a strong focus on applications
- Experience with applications such as Primavera Autodesk ESRI or equivalent tools
- Experience with Windows operating systems including Server 2016 and 2019
- Knowledge of construction project management processes and procedures a plus
- Proficient with installation and configuration of hardware and software
- Intermediate knowledge of troubleshooting application infrastructure
- Ability to handle case escalations troubleshoot error messages and implement fixes
- Ability to explain technical issues to technical and non-technical audiences
- Excellent communication and interpersonal skills
- Ability to work independently and as part of a team
- Attention to detail and a commitment to quality
- Strong analytical and problem-solving skills
- Bachelor’s degree in Computer Science or related field preferred
- Ability to work fully remote Monday-Friday and participate in weekend on-call rotation and bank holidays
Nice to have
- Analytical
- Detail-oriented
- Collaborative
- Independent
- Customer-focused
Day to day
- Fields support calls chat email and other communications from users with hosted software connectivity printing and related concerns
- Reproduces investigates and resolves issues across computer software servers apps networking and hardware while keeping cases aligned to current SLAs
- Collaborates with internal teams and third-party vendors to drive timely resolutions document findings create knowledge base articles and support continuous improvement