Technical Support Specialist

Onsite - Fairpoint NY

Technical Support Specialist

6 Month contract (Potential for extensions)

Key Responsibilities

• Resolve escalated technical issues involving hardware, software, applications, and network systems through advanced troubleshooting and root‑cause analysis.
• Collaborate with Tier 1 support, engineering, product, and third‑party vendors to diagnose complex problems and implement effective solutions.
• Provide direct support to end users via phone, email, chat, or ticketing systems, delivering clear, professional, and customer‑focused communication.
• Document incidents, resolutions, and known issues to enhance knowledge bases and improve future support efficiency.
• Identify recurring issues and recommend process, system, or product improvements to reduce incident volume and prevent reoccurrence.

Required Skills & Qualifications

• 4+ years of experience in technical support, help desk, or IT operations with demonstrated Tier 2 or equivalent responsibilities.
• Strong working knowledge of operating systems, enterprise applications, networking concepts, and troubleshooting methodologies.
• Experience using ticketing systems and maintaining accurate technical documentation.
• Excellent problem‑solving, communication, and customer service skills, with the ability to explain technical concepts to non‑technical users.
• Ability to prioritize and manage multiple issues in a fast‑paced, SLA‑driven environment.