Technical Support Specialist

We are looking for a Support Engineer to provide technical assistance to our clients. You will help install, upgrade and troubleshoot hardware and software systems. If you’re computer-savvy and enjoy supporting end users, we’d like to meet you. To succeed in this role, you should have a problem-solving attitude along with the ability to give clear technical instructions. You should be familiar with remote troubleshooting techniques. Ultimately, you will ensure prompt and accurate customer service and increase client satisfaction.

Responsibilities

• Address user tickets regarding hardware, software and networking. Ensure timely response to all support and service requests for all customers, including onsite visits and behind-the-desk support phone calls and remote sessions.
• Walk customers through installation and configuration of software and hardware
• Perform software and hardware upgrades, troubleshoot hardware products (RMA)
• Ask targeted questions to diagnose problems
• Guide users with simple, step-by-step instructions
• Conduct remote troubleshooting
• Test alternative pathways until you resolve an issue
• Follow up with clients to ensure their systems are functional
• Help create technical documentation and manuals

Skills

• Proven work experience as a Support Engineer, Technical Support Engineer or similar role
• Hands-on experience with Windows/Linux environments
• Working knowledge of office automation products and computer peripherals, like printers and scanners
• Knowledge of network basics
• Ability to perform remote troubleshooting and provide clear instructions
• Excellent problem-solving and multitasking skills
• Customer-oriented attitude

These skills are definitely a big plus

• Exceptional customer service orientation
• Excellent oral and written communication, including communicating in a way that a non-technical customer and/or Team members and Managers can understand
• Ability to think, learn, and solve problems quickly
• Adhere to established company safety policies and procedures in the workplace
• Maintain ability to work a flexible schedule
• Able to work independently with limited supervision and as part of a team
• Previous experience working with biometric products, access control solution, alarm systems, CCTV

Job Type: Full-time

Pay: From $45,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Ability to Commute:

• North Miami, FL 33161 (Preferred)

Work Location: In person