Service Tech Support

At DFW Technology, we are a dynamic and growing IT company dedicated to delivering exceptional ICT managed services to our clients. Based in Richardson, TX, our team thrives in a collaborative and supportive environment, where innovation and efficiency drive our success. We value organization, attention to detail, and a passion for keeping our operations running smoothly.

We are seeking a skilled and customer‑focused IT Technical Support specialist to join our team. The primary responsibility of this role is to handle customer calls, provide technical support, and resolve issues efficiently using a ticketing system. This is a full‑time, hybrid position based in Richardson, TX.

Key Responsibilities:

• Customer Support
  :
  Answer incoming customer calls, diagnose technical issues, and provide clear, step‑by‑step solutions.
• Ticketing System Management
  :
  Log, track, and resolve support tickets using a ticketing system, ensuring timely follow‑ups and issue resolution.
• Technical Troubleshooting
  :
  Address hardware, software, and network‑related issues for customers, escalating complex cases when necessary.
• Network Support
  :
  Diagnose and resolve network connectivity issues, leveraging strong knowledge of networking protocols and configurations.
• Documentation
  :
  Maintain accurate records of customer interactions, solutions provided, and system updates.
• Customer Service Excellence
  :
  Uphold a professional and friendly demeanor, ensuring a positive customer experience.

Experience
:

• Minimum of 1 year of experience in IT technical support or a similar role.
• Hands‑on experience with ticketing systems (e.g., Service Now, Zendesk, or Jira Service Desk).
• Proven customer service experience, preferably in a tech support environment.

Education
:

• High school diploma or equivalent; associate’s or bachelor’s degree in IT, computer science, or a related field is a plus.

Skills
:

• Fluent in English, with excellent verbal and written communication skills for clear and professional customer interactions.
• Strong knowledge of networking concepts (e.g., TCP/IP, DNS, DHCP, VPN, LAN/WAN).
• Proficiency in troubleshooting hardware, software, and network issues.
• Familiarity with Windows, macOS, and common business applications.

Attributes
:

• Strong problem‑solving skills and a customer‑centric mindset.
• Ability to work under pressure and manage multiple tasks effectively.
• Team player with a proactive and positive attitude.

Preferred
:

• Certifications such as CompTIA A+, Network+, or Cisco CCNA.