Technical Support Specialist

Two (2) or more years of experience in an IT technical support or related role providing support to end users and troubleshooting workstation, network connection, equipment and/or application issues, implementing new technologies, software or technical equipment and/or installing computers or related equipment in a large, fast-paced environment;

Excellent technical knowledge of PC and desktop hardware and internal components, operating systems, and networking principles.

Strong customer-service orientation, written and oral communication skills.

Basic understanding of networking principles and technologies (i.e., DHCP, DNS, Ping, Traceroute.

Etc.) and understanding of TCP/IP (OSI Layers 1– 7)

Basic understanding of networking principles and technologies (i.e., DHCP, DNS, Ping, Traceroute.

Identifies information technology needs across assigned region and facilitates all site equipment installations and deployments, including, but not limited to installing and configuring computer hardware, software, systems, networks, and printers.

Maintains computer systems and monitors sites across assigned region(s) for network outages using various tools and escalates concerns and issues to the network team, as required.

Appropriately triages, prioritizes and escalates and/or documents network or device issues, maintenance and resolutions across assigned region using electronic ticketing system, in accordance with internal policies and procedures

Performs routine preventative maintenance on assigned technologies, following established procedures to ensure availability and functionality of systems.

Participates in IT projects, providing information, documentation and technical assessments and executes activities in accordance with management guidance and project plans; collaborates in testing and deployment of new technology and security.

Participates in the evaluation of new products and technologies under the direction and guidance of senior colleagues, relevant to their areas of expertise and to enhance technology engineering service value.