IT Support Specialist - Windows & Network Troubleshooter

Groe Advisors LLC

Marlborough (MA)

On-site

USD 42,000 - 64,000

Full time

9 days ago

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Job summary

Groe Advisors LLC in Marlborough, MA is seeking a Technical Support Associate to join our Customer Service Team. You will provide telephone and remote support for our Windows-based application, Windows operating systems, email, dial-up access, and network issues for customers and field staff.

This role also involves PC configuration, CRM logging, and assisting with data migration, software upgrades, and virus removal.

Qualifications

Experience with operating systems including Windows 98/NT/2000/XP/Vista/7.
PC hardware and configuration skills.
Experience in a customer care environment.
Excellent problem solving and communication skills.
Knowledge of IT operations and workflows.
Strong customer and vendor relationship skills.
Ability to adapt to new technologies and assess usefulness.
Able to work flexibly with the team to ensure timely service.
Ability to work under pressure and meet deadlines.
Strong team player with flexible attitude.
Excellent computer skills (MS Office and Internet Explorer).

Responsibilities

Answer all customer enquiries concerning operation and configuration software.
Troubleshoot network problems remotely (including connectivity, wireless LAN access, VPN/broadband and non-reporting issues).
Log every customer interaction into the CRM system.
Call escalation to field teams for critical issues.
Remote installation/troubleshooting for software and upgrades, data base repair and removal of software viruses.
Research technical and software issues to identify trends for early detection and repair.
Perform data migration on customer computers.