Remote Technical Support Specialist

Summary

Join our A-team as a Technical Support Specialist at Allucent and provide expertise with resolving user issues, installing, upgrading, and troubleshooting hardware and software systems.

Requirements

• Proven experience as a Desktop Administrator or other IT support role
• Hands-on experience with Windows environments
• Working knowledge of MS Office products
• Working knowledge of computer peripherals, like printers and scanners
• Knowledge of network security practices and anti-virus programs
• Ability to perform remote troubleshooting and provide clear instructions
• Excellent problem-solving and multitasking skills
• Customer-oriented attitude
• BSc in Computer Science or relevant field
• Proficiency in English
• Excellent communication skills
• Customer-oriented and cool-tempered
• Any B.E, BSc., BTech in Computer science or Information Technology

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Walk customers through installing applications and computer peripherals
• Address user tickets regarding hardware, software and networking
• Ask targeted questions to diagnose problems
• Conduct remote troubleshooting
• Test alternative pathways until you resolve an issue
• Direct unresolved issues to the next level of support personnel
• Follow up with clients to ensure their systems are functional
• Customize desktop applications to meet user needs
• Help create technical documentation and manuals

Benefits

• Comprehensive benefits package per location
• Competitive salaries per location
• Departmental Study/Training Budget for furthering professional development
• Flexible Working hours (within reason)
• Opportunity for remote/hybrid* working depending on location
• Leadership and mentoring opportunities
• Participation in our enriching Buddy Program as a new or existing employee
• Internal growth opportunities and career progression
• Financially rewarding internal employee referral program
• Access to online soft-skills and technical training via GoodHabitz and internal platforms
• Eligibility for our Spot Bonus Award Program in recognition of going above and beyond on projects
• Eligibility for our Loyalty Award Program in recognition of loyalty and commitment of longstanding employees