Technical Support Specialist

SGS Consulting; Clifton (TX); On-site; USD 42,000 - 62,000; Full time

Job summary

SGS Consulting in the United States is seeking a Technical Support II technician to install or troubleshoot the company’s proprietary software on hardware and identify root causes on laptops, servers, and IP cameras. You will provide courteous troubleshooting via phone and email, with timely system setup and on-call availability.

The role requires on-site training in the first week, with on-site work thereafter and on-call coverage.

Qualifications

• High School Diploma or equivalent with 2+ years troubleshooting and/or customer service experience
• Must be able to obtain government background clearance
• 2+ years networking experience preferred
• 2+ years of customer service experience preferred

Responsibilities

• With remote access to customer systems, install or troubleshoot the company’s proprietary software, identify the root cause on hardware such as laptops, servers, and IP cameras
• Provide courteous and knowledgeable troubleshooting support over the phone and via email
• Ensure timely and accurate setup of all systems
• Phone support during regular business hours and on-call availability during off hours
• Monitor chat sessions to assist other team members
• Test systems to ensure they are working correctly
• May adjust systems, including software or hardware, to make equipment functional depending upon the environment
• Follow department processes, procedures, and metrics for a technical support II technician
• Maintain a log of customer issues, interactions, and troubleshooting steps in the department ticketing system
• Train customers on use of systems including software, hardware and installation
• Multi-task and have excellent time management skills
• Understand the severity of an issue and elevate issues efficiently and appropriately
• Demonstrated strong work ethic
• Position requires that the first 1 weeks of training will be on-site

Skills

Networking

Windows OS

Customer service

Phone support

Education

High School Diploma or equivalent

Tools

Bomgar

ServiceNow

Ticketing systems

Job description

Job Responsibilities:

• With remote access to customer systems, Install or troubleshoot the company’s proprietary Software, identify the problematic root cause on hardware equipment such as laptops, servers, and IP cameras.
• Provide courteous and knowledgeable troubleshooting support over the phone and via email.
• Ensure timely and accurate set up of all systems.
• Phone Support during regular business hours and on-call availability during off hours.
• Monitor Chat sessions to assist other team members.
• Test systems to ensure they are working correctly.
• May be required to adjust systems, including software or hardware, to make equipment functional depending upon the environment.
• Follow the department process, procedure, and metrics for a technical support II technician
• Maintain a log of customers issues, interactions, and troubleshooting steps in the department ticketing system
• Train customers on use of systems including software, hardware and installation.
• Multi-task and have excellent time management skills
• Understand the severity of an issue and elevate issues efficiently and appropriately.
• Demonstrated strong work ethic
• Position requires that the first 1 weeks of training will be on-site.

Skills:

• Servicenow, Ticketing, Networking, Windows, Bomgar

Education/Experience:

• High School Diploma or equivalent and 2+ years of Technical Troubleshooting experience and/or 2+ years of customer service experience
• Must be able to obtain background clearance as required by government customers
• 2+ years of Networking Experience Preferred
• 2+ years of customer service experience Preferred