Support Specialist

Are you interested in a dynamic IT career where you make a difference to customers and share in the success of the company? Network Center Inc. (NCI) is a Managed Service Provider with over 600 customers across the Midwest. We are 100% employee owned with a focus on a positive team-based culture and believe happy employees will create happy customers! Our core values drive all that we do – Commitment to Employees, Dedication to Customer Success and Responsible Innovation.

As a Support Specialist I, your main responsibility is to remain accessible in a fast-moving call queue and use a variety of technical tools to assist customers with hardware, software, and networking challenges. This position is customer-facing and requires prompt, clear communication regarding both new and ongoing support tickets. You will be expected to recognize when issues need to be escalated for advanced troubleshooting and work closely with senior team members for mentorship and support.

All professional service roles are tasked with contributing to revenue growth and customer satisfaction by maintaining regular communication, keeping accurate time records, thoroughly documenting service activities, and resolving technical issues efficiently.

• Business specific knowledge of the customer’s technical environment and operations
• Collaborate with team members to ensure steps taken support the customer’s needs
• Ensure risks are identified, communicated, and mitigated throughout troubleshooting process
• Perform follow-up to verify final resolution and determine customers satisfaction level
• Effective and timely communication with team members regarding task progression and status
• Detailed logging of troubleshooting steps and time tracking
• Work with Services Coordinator to ensure collaboration between teams
• Update and maintain network documentation and processes for recurring procedures
• Strive for high billable efficiency to ensure individual and team goals are met
• Anticipate and help prepare for major technology changes to ensure a competitive advantage
• Identify inefficiencies and offer suggestions for improvement when applicable
• Demonstrate a commitment to personal and professional growth by actively pursuing and completing technical certifications that enhance your skills

• 1-3 Years relevant work experience
• 1 certification | A+, Network +, Server +, MCSA, VTSP or other industry certification
• Contribute to the continuity of computer services by providing technical leadership
• Strong ability to work under pressure and multitask to meet customer satisfaction