Technical Support Specialist

VIVA USA Inc; Austin (TX); On-site; USD 42,000 - 56,000; Full time

Job summary

VIVA USA Inc. seeks an entry-level IT support professional for an on-site role in Austin. The candidate will provide first-line triage, document issues, and assist with device provisioning and asset stock management.

The role emphasizes patient, customer-focused communication, basic Windows troubleshooting, and familiarity with Android/iOS. Training and growth opportunities are available within a collaborative IT team.

Qualifications

• Ability to take time to understand an issue and document it clearly.
• Basic Windows troubleshooting knowledge and mobile OS familiarity.
• Customer-facing mindset with strong written and verbal communication.
• Willingness to learn and follow IT security and privacy policies.
• Experience with notes and documentation is a plus.

Responsibilities

• Provide first level triage and technical support to employees via tickets and in-person at desk.
• Analyze workflows to identify improvements and ensure proper documentation.
• Assist IT team with provisioning, device refreshes, and asset stock management.
• Create and maintain clear documentation and status updates for clients.
• Support project goals and help set up devices or accessories as needed.
• Collaborate with a senior technician for escalations and knowledge sharing.

Skills

Windows troubleshooting

Android/iOS familiarity

Customer-oriented mindset

Clear note-taking

MacOS understanding

Education

MIS / BT / IT degree (not required)

Tools

PowerShell/CLI

DNS/LAN/WAN concepts

Job description

THE ROLE

Our team is looking for a professional with an interest in technology and who works well in a customer-facing role that can patiently take the time to understand an issue in order to properly document it and can comfortably navigate a PC to perform basic troubleshooting.

WHAT YOULL BE DOING

• Providing first level triage and technical support to employees through tickets and in-person at the client Geek Street support desk
• Analyzing technician (peer) workflows to identify areas of improvement and optimization
• Identifying technician workflows which do not have supporting process documentation
• Assisting the IT team with system provisioning and device refresh/replacements.
• Documentation writing
• Physical and Virtual asset stockroom maintenance
• Supporting IT project goals
• Helping to set up devices or mobile accessories
• Communicating status updates with internal clients
• Ensuring that requests are being prioritized and closed in a timely manner
• Working alongside a senior IT technician who can assist you with any escalations and can provide guidance to advance your knowledge of IT support
• Learning and adhering to company policies and procedures regarding IT security and data privacy
• Engage in knowledge-sharing sessions and training to enhance technical skills.

PREFFERED QUALIFICATIONS

• Basic understanding of Windows troubleshooting
• Android/iOS familiarity
• Customer-oriented mindset
• Ability to take clear notes to capture problems correctly
• A general understanding of MacOS would be helpful but is not required.

WHAT WOULD SET YOU APART

• PowerShell or command line (CLI) familiarity
• CompTIA A+ certification
• Familiarity with networking concepts (DNS, LAN, WAN)

WHO WERE LOOKING FOR

• Someone who can comfortably navigate a PC to perform basic troubleshooting
• People who can patiently take the time to understand an issue in order to properly document it
• Candidates who have an interest in technology and who work well in a customer-facing role
• Good communication skills, both verbal and written, for assisting users and documenting issues
• Ability to work in a team and learn from others
• Patience and a customer-focused attitude to help non-technical users
• Degrees related to technology such as Management Information Systems, Business Technology Management, or Information Technology, ideal but not required. Looking for 6+ years of experience.

ONSITE: This is an on-site position, as this is a hands-on technical support role.

VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status