IT Support Specialist (Austin - 5 days onsite)

The HT Group; Austin (TX); On-site; USD 50,000 - 80,000; Full time

Job summary

An innovative firm is on the lookout for a dedicated IT Support Specialist to join their dynamic team in Austin. This role involves providing Level 2 to 3 technical support, ensuring seamless resolution of escalated issues across various channels. You'll be instrumental in maintaining system reliability by monitoring a nationwide digital infrastructure and collaborating with cross-functional teams for successful project rollouts. If you have a proactive mindset and a passion for client success, this opportunity offers a chance to make a significant impact in a fast-paced environment.

Qualifications

• 3+ years in a technical support role involving software and hardware.
• Experience with remote support software and CRM systems.

Responsibilities

• Investigate complex technical problems and implement solutions.
• Monitor digital infrastructure and resolve anomalies proactively.
• Guide clients through remote setup of new equipment.

Skills

Technical Support

Remote Support Software

CRM/Ticketing Systems

Content Management Platforms

Client Success Management

Job description

IT Support Specialist (Austin - 5 days onsite)

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Our client is seeking a Technical Support/IT Specialist who will provide technical support at Level 2 to 3 through multiple channels, ensuring timely and effective resolution of escalated issues.

Responsibilities:

1. Investigate and replicate complex technical problems to identify root causes and implement durable solutions.
2. Monitor a nationwide digital infrastructure daily and proactively resolve anomalies to maintain system reliability.
3. Serve as a key escalation point for internal teams, offering expert guidance and prompt action when issues arise.
4. Configure and support media delivery hardware and endpoint devices remotely.
5. Guide clients through remote setup and onboarding of new equipment.
6. Oversee the return merchandise process with a focus on accuracy and timely resolution.
7. Collaborate with cross-functional teams, including client services and implementation groups, to ensure successful rollouts.
8. Maintain comprehensive case documentation and contribute to internal knowledge resources.
9. Help enhance support workflows and tooling to improve team efficiency and service quality.
10. Consistently meet performance goals, including response time benchmarks and project milestones.

Required Skills:

• 3+ years in a technical support role involving both software platforms and physical hardware.
• Experience with remote support software and CRM/ticketing systems.
• Familiarity with content management platforms and digital content distribution (a plus).
• Reliable work habits and a strong sense of ownership over client success.
• A proactive mindset focused on delivering consistent, high-quality support.

Additional Details

• Seniority level: Not Applicable
• Employment type: Contract
• Job function: Information Technology
• Industries: IT Services and IT Consulting