Information Technology Specialist

John Galt Staffing; Westford (MA); On-site; USD 45,000 - 65,000; Full time

Job summary

A staffing agency in Westford, Massachusetts is seeking a Customer Support Specialist to manage product inquiries via a support system. Responsibilities include troubleshooting hardware and configuration issues, authoring knowledgebase articles, and participating in on-call rotations. Ideal candidates will possess strong technical support skills and a willingness to work early shifts from Wednesday to Saturday, 5am to 3pm ET. This role offers a unique opportunity to work closely with customers and partner teams in a dynamic environment.

Responsibilities

• Handle new Product customer cases via Support CRM System.
• Work with Product customers 'live' via phone and remote session.
• Perform 1st level triage and fault isolation on Product hardware issues.
• Create and issue Product Licenses.
• Troubleshoot and resolve Product License issues.

Job description

Schedule: Wednesday - Saturday 5am - 3pm ET (4x10 hour shift)

Responsibilities

• Handling new Product customer cases via Support CRM System
• Working with Product customers “live” via phone and remote session (ie. Webex, Zoom, Teams, etc).
• Performing 1st level triage and fault isolation on Product hardware issues.
• Performing 1st level triage and fault isolation on Product configuration and reporting issues.
• Creating and issuing Product Licenses.
• Troubleshooting and resolving Product License issues.
• Replicating customer issues and testing customer configurations in the ATAC lab environment.
• Coordinating with Manufacturing and Hardware Operations Teams to perform RMA process for failed components and servers.
• Authoring technical knowledgebase articles for use by other technical support personnel and/or customers and partners.
• Participation in the Support Off-Hours On-Call rotation is required.
• Participation in Support Holiday Staffing rotation is required.