Frontline Tech Support Specialist: Solve & Empower

smoke-test; San Francisco (CA); On-site; USD 50,000 - 70,000; Full time

Job summary

smoke-test is seeking a detail-oriented Technical Support Specialist to provide technical assistance to customers and internal users. This role focuses on diagnosing hardware and software issues, ensuring timely resolution, and delivering exceptional customer service.

The ideal candidate will possess strong troubleshooting skills, a passion for helping others, and experience with Windows or macOS. You’ll be responsible for supporting users via phone, email, and chat while maintaining knowledge base articles.

Qualifications

• 1–3 years of experience in technical support or IT.
• Strong knowledge of Windows and/or macOS operating systems.
• Familiarity with Microsoft 365 and networking concepts.

Responsibilities

• Provide first-line technical support via various channels.
• Troubleshoot hardware, software, and network issues.
• Document incidents and solutions in the ticketing system.

Skills

Troubleshooting

Communication

Customer Service

Windows

macOS

Microsoft 365

Education

Associate's or Bachelor's degree in IT or related field

Tools

Ticketing systems

Remote support tools

Job description

smoke-test is seeking a detail-oriented Technical Support Specialist to provide technical assistance to customers and internal users. This role focuses on diagnosing hardware and software issues, ensuring timely resolution, and delivering exceptional customer service.

The ideal candidate will possess strong troubleshooting skills, a passion for helping others, and experience with Windows or macOS. You’ll be responsible for supporting users via phone, email, and chat while maintaining knowledge base articles.