EUC Tier 1 Support Technician — Onsite/WFH

Support Services Group; Waco (TX); On-site; USD 36,000 - 52,000; Full time

Job summary

Support Services Group is seeking an EUC Tier 1 Support Technician (Temporary) onsite in Texas. The role handles initial technical support calls, emails, or tickets and troubleshoots relatively simple hardware, software, or network problems, escalating complex issues as needed.

The position requires intermediate-advanced English (B2+). You will triage, consult and resolve most user issues, assist with PC hardware setup and maintenance, and work with distributed teams.

Qualifications

• Resume in English is required.
• 1-3 years of experience providing customer service.
• 1-3 years' experience in software support/SaaS is a plus.
• Onsite role in Texas; willingness to travel occasionally may be implied by an onsite setting.

Responsibilities

• Take initial technical support calls, emails or tickets and troubleshoot relatively simple hardware, software or network problems.
• Triages, consults and resolves most user support issues; escalates more difficult problems as needed.
• Assist in setup, maintenance and repair of PC hardware and distribution of equipment.
• Use ticketing system to respond to issues within SLA and communicate effectively.
• Walk users through problem-solving steps and advise on workflow best practices for remote employees.
• Create and update knowledge base content; participate in special projects and tooling validation.
• Occasional travel for training or site builds; on-site position with work-from-home opportunities.

Skills

Communication

Interpersonal skills

Technical skills

Customer service

Microsoft Office

Remote collaboration

Tools

Help desk software

Ticketing system

Job description

Support Services Group is seeking an EUC Tier 1 Support Technician (Temporary) onsite in Texas. The role handles initial technical support calls, emails, or tickets and troubleshoots relatively simple hardware, software, or network problems, escalating complex issues as needed.

The position requires intermediate-advanced English (B2+). You will triage, consult and resolve most user issues, assist with PC hardware setup and maintenance, and work with distributed teams.