Tech Supp Remote III (BTW)

Education and Experience Requirements

Bachelor's Degree Computer Science required. 3 years of experience sufficient to successfully perform the essential functions of the job.

Position Purpose:

The IT Support Specialist will support customers with technical problems they may encounter in the operation of software, hardware, and operating systems.

Job Description

Principle Duties and Responsibilities:

Essential Functions:

Technical support, deploy hardware requested through SRMS, on site hands on support for other BT teams .

Installs, tests, and maintains a variety of personal computing and network hardware and software systems, with local area network and wide area network connectivity .

Troubleshoots different software packages, hardware devices, and other peripherals .

Support a complex and fast-paced environment with outstanding attention to customer satisfaction .

Replaces hardware or software as needed .

Assists user community in software and hardware problem resolution .

Logs calls and takes appropriate action to ensure a satisfactory response within specified time frames for the user community .

Maintains a parts inventory for personal computers, as well as other supplies and computer center-related materials .

Keeps up to date with current trends and is prepared to make recommendations .

Keeps customer log updated .

Produces support documentation.

Additional Functions:

Other responsibilities include providing onsite support to remote Network and Server Support personnel, installing hardware/software, authoring and maintaining system documentation, troubleshooting and providing general desktop support, interacting with users and vendors while ensuring that requests are completed with a high degree of professionalism. 

Perform other duties as assigned.

Other Requirements:

Advanced English Level.

Experience with Windows Desktop Operating Systems.

Experience supporting Apple IOS and MACOS devices.

Knowledge and experience related to TCP/IP networking, external connectivity and telephone systems also preferred.

Experience supporting MS Office applications and Microsoft Office 365 cloud required.

Ability to function independently (off-site) with general guidance from an IT manager and also function as an effective team player.

Ability to prioritize and multi-task.

Effective oral and written communication skills, including user training and interpersonal skills required.

A strong understanding of a wide variety of personal computing equipment and software.

Ability to follow manuals and read complex instructions.

Ability to operate a variety of standard office equipment including personal computers, multifunction printers, scanners.

Responsible experience in a support capacity in a user-oriented environment.