SupportCenter Specialist - Tier 1

Position Summary

As an Optimal Support Center Specialist, you will provide remote support services for our clients. Working remotely, you will gather the client’s information and determine the customer’s issue by analyzing the symptoms and determining the underlying problem. You will be troubleshooting a wide variety of issues and supporting a huge range of operating environments.

Hybrid - Monday Remote, 4 days in office, 1 day remote

40 (Full-Time)

Less than 5%

• Handling customer technical support cases through phone and email submission
• Establish, maintain, and increase client satisfaction through professional, courteous, and caring service.
• Provide superb technical support for end‑user devices: desktops, laptops, mobile devices, printers, scanners etc.
• Desktop Operating Systems – Windows and MAC OS
• Software Support across various types of software (e.g., MS Office, POS system, accounting software etc.)
• User Administration and Identity Management – Active Directory, MFA (Azure AD, Okta etc.)
• Cloud based (SaaS) system – Microsoft 365, Windows
  365 etc.
• Resolve technical problems, detect patterns of issues, and coordinate with staff regarding persistent problems.
• Document clear and concise facts‑based actions and information in the ITSM system and maintain accurate time recording.
• Ensure the user is updated on status of incident, communicated on the solution, and is satisfied with solution before closing ticket.
• Provide case status updates to management and end‑users according to service level guidelines.
• Collaborate with higher level support functions to transfer actions undertaken to ensure smooth transition and knowledge transfer.
• Provide / offer guidance and help users solve common IT problems.
• Create and maintain relevant processes, procedures, and knowledge article documentation.
• Maintain your knowledge and expertise by learning new and evolving technologies and by achieving appropriate industry and professional certifications.
• Performs miscellaneous job‑related duties as assigned.

Reports to:

Reactive Operations Center (ROC) team lead

• Client-focused. You are empathetic and “read” people and situations well. You understand that helping clients meet their business goals is critical to success. You like to take care of people and help make their work easier. You are excellent at setting expectations and careful to deliver on your promises.
• Attention to detail. You pay meticulous attention to detail; you always spot the typo, the grammatical mistake, the error in the database, or the incorrect calculation in Excel.
• Scrupulous, ethical, and honest. You are beyond reproach in business dealings. Internally and externally, you are known to be reliable, accountable, and trustworthy.
• Problem Solver. You use your skills and knowledge to solve the problem, not just the symptoms, looking to ensure that it is always fixed the first time.

• Strong knowledge of customer service practices and procedures
• Strong interpersonal and communication skills; able to translate technical issues to non‑technical people, in written, verbal, and non‑verbal communications
• Developed troubleshooting and diagnostic skills
• Demonstrated ability to function in a non‑scripted helpdesk environment
• Demonstrated experience providing remote support via remote tools
• Demonstrated knowledge and understanding of Microsoft Windows Desktop Operating systems, Microsoft 365, Collaboration tools, virus protection, and similar technologies critical to business operations.

• Demonstrated knowledge and understanding of Microsoft Windows Server products (2012 R2, 2016, 2019), Microsoft Azure Cloud based services.
• Demonstrated knowledge and understanding networking technologies and concepts (TCP/IP, Wireless, Security etc.)

• High school diploma or GED
• CompTIA A+

• HDI – Support Center Analyst (HDI-SCA)
• ITIL v4 Foundations Certification or Knowledge Centered Service (KCS) Principles and Foundations
• CompTIA Network+, CompTIA Security+
• Microsoft 365 Certified:
  Fundamentals
• Microsoft 365 Certified:
  Modern Desktop Administrator Associate