Desktop Support Specialist - On-Call & Troubleshooting

HCLTech; Buffalo (NY); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

401(k) retirement plan

Paid time off

Paid holidays

Job summary

A leading tech company located in Buffalo, NY, seeks a dedicated individual for a critical role involving independent ticket resolution and escalations support. Candidates must demonstrate strong customer service skills, hardware troubleshooting expertise, and the ability to work autonomously. This role offers comprehensive benefits, including medical and a 401(k) retirement plan, alongside performance-based bonuses. Candidates should have excellent time management and communication skills.

Qualifications

• Must possess a professional demeanor and strong customer service skills.
• Experience troubleshooting desktop and laptop hardware.
• Strong problem solving and critical thinking skills.

Responsibilities

• Resolve tickets independently within agreed SLA.
• Provide support for escalations and root cause analysis.
• Ensure positive customer experience through First Call Resolution.

Skills

Customer service skills

Desktop and laptop hardware troubleshooting

Problem solving

Communication skills

Time management

Attention to detail

Tools

Microsoft Office

macOS troubleshooting

Job description

A leading tech company located in Buffalo, NY, seeks a dedicated individual for a critical role involving independent ticket resolution and escalations support. Candidates must demonstrate strong customer service skills, hardware troubleshooting expertise, and the ability to work autonomously. This role offers comprehensive benefits, including medical and a 401(k) retirement plan, alongside performance-based bonuses. Candidates should have excellent time management and communication skills.