Tier 1 Tech Support Specialist — Training & Troubleshooting

Innovative Control Systems; False Pass (AK); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

401K matching

paid holidays

paid time off

paid parental leave

company-provided disability insurances

Job summary

Innovative Control Systems is seeking a dedicated Technical Support Specialist to provide first-level support for ICS products. You will troubleshoot issues via telephone, remote desktop tools, and other supported resources, following ITIL standards.

You will also train customers on best practices, document resolutions, and collaborate with the support team to maintain a high level of customer satisfaction. Occasional travel and weekend/holiday rotations may be required.

Qualifications

• Provide first-level technical support to users of ICS products.
• Follow ICS protocols and ITIL standards during call flow and resolutions.
• Provide customer training and counseling on best practices for ICS systems.

Responsibilities

• Maintain professional demeanor in call center and during travel.
• Communicate clearly and effectively with customers and team members.
• Identify problems and determine action within priority timeframes.

Skills

Communication

Technical knowledge

Troubleshooting

Customer service

Oral/Written communication

Teamwork

Diversity/Ethics

Tools

Remote desktop tools

ITIL

Job description

Innovative Control Systems is seeking a dedicated Technical Support Specialist to provide first-level support for ICS products. You will troubleshoot issues via telephone, remote desktop tools, and other supported resources, following ITIL standards.

You will also train customers on best practices, document resolutions, and collaborate with the support team to maintain a high level of customer satisfaction. Occasional travel and weekend/holiday rotations may be required.