Technical Support Representative

Position Details

Industry : Financial

Job Title : Technical Support Representative

Location : 19700 Fairchild Road Ste 330, Irvine, CA - 92612

Job summary:

• Ensure the proper day-to-day operation of technology applications and equipment. Provide desk-side assistance in resolving technology support issues. Perform installations, repairs, upgrades, backups, and other maintenance tasks. May have expertise in commonly used business applications. May also handle phone and email assistance as well.

General duties & responsibilities:

• Provides day-to-day technical support for network infrastructure and desktop systems software and hardware.

• Provides effective customer service in a 24X7X365 production environment – rotating on-call and holiday support may be required.

• Utilizes soft skills and troubleshooting skills to resolve client issues and questions.

• Asks probing questions to gather relevant information on routine and complex calls.

• Uses effective listening skills to develop an understanding of client questions or issues.

• Installs, configures and troubleshoots desktop systems, workstations, servers and network issues in a heterogeneous environment.

• Documents, tracks and monitors client incidents in ticketing system to ensure a timely resolution.

• Prioritizes and escalates support incidents and requests based on business impact and documented guidelines.

• Maintains passwords, data integrity and file system security for the desktop environment.

• Communicates highly technical information to both technical and nontechnical personnel.

• Recommends solutions, including new acquisitions and upgrades.

• May participate in development of information technology and infrastructure projects.

• Other related duties are assigned as needed.

Educational requirements:

• A high school diploma or GED is required for this role.

Minimum Qualifications:

• 1 to 2 years in Desktop Support role

• Must have some network support experience

• Experience troubleshooting connectivity issues

• Good customer service skills

• 1 to 2 years in Desktop Support role
• Must have some network support experience
• Experience troubleshooting connectivity issues
• Good customer service skills