Job Description
We are seeking a highly skilled Technical Support Specialist to join our elite team at NexGen Solutions. As a leader in the tech industry, we are committed to excellence and innovation, and we are looking for an immediate hire to drive our customer success initiatives. If you are a problem-solver who thrives in a fast-paced environment, we want to meet you.
In this role, you will be the first point of contact for our clients, ensuring that technical issues are resolved efficiently and professionally. You will work directly with our engineering teams to implement long-term solutions and improve our support infrastructure.
Responsibilities
- Diagnose, troubleshoot, and resolve complex technical hardware and software issues for end-users.
- Manage and prioritize incoming support tickets using our advanced ticketing system (Zendesk/Jira).
- Provide exceptional remote and on-site technical support to ensure high customer satisfaction scores.
- Document all technical issues, resolutions, and procedures in our knowledge base to reduce repeat incidents.
- Collaborate with cross-functional teams to identify systemic issues and recommend process improvements.
- Conduct training sessions for junior staff and provide technical guidance to non-technical stakeholders.
- Monitor system performance and alert management to potential outages before they impact users.
Qualifications
- Minimum of 3-5 years of experience in technical support, IT help desk, or customer service roles.
- Strong knowledge of Windows, macOS, Linux, and mobile operating systems.
- Familiarity with networking concepts (TCP/IP, DNS, DHCP) and VPN configuration.
- Excellent verbal and written communication skills with the ability to explain complex technical concepts simply.
- Proficiency in using remote support tools (e.g., TeamViewer, LogMeIn) and ticketing systems.
- Ability to work independently as well as collaboratively within a team environment.
- Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.