What are the responsibilities and job description for the ITS Support Technician position at iSphere?
ITS Support Technician - Houston
iSphere, a leading IT solutions provider, is seeking a talented and experienced ITS Support Technician for a long-term opportunity to join our team in Houston. As an ITS Support Technician, you will play a crucial role in providing level 3 support to both internal and external customers, ensuring the smooth operation of their computers, applications, and related technologies. This is an excellent opportunity for someone with networking experience and a passion for delivering exceptional customer service.
Key Responsibilities:
- Take ownership of critical customer incidents, effectively communicating with customers and escalating issues when necessary.
- Maintain and update Service Desk practices to ensure efficiency and standardization.
- Provide prompt solutions, workarounds, and advice to customers using POS applications or related third-party products.
- Proactively support business partners by maintaining technical expertise and understanding their unique needs.
- Create and manage service request tickets using our Ticketing System.
- Resolve Service Desk requests related to computers, printers, hardware, and applications.
- Keep end users informed of the status of their requests and escalate issues as needed.
- Monitor systems to identify and address outages promptly.
- Deliver exceptional customer service in person, over the phone, and via email.
- Record and report on technical issue resolutions to both end users and management.
- Assist stores with reconciling tickets, accounting, billing, payment, and refund issues.
- Provide guidance and support to other ITS Support Technicians.
- Collaborate with vendor support contacts to resolve technical problems with desktop computing equipment, software, and peripherals.
Knowledge Requirements:
- Strong networking skills, including VPN/VLAN configuration.
- Familiarity with remote access software.
- Proficiency in Microsoft Office Products.
- Experience with Cisco Meraki.
- Broad understanding of hardware and software systems.
- Familiarity with Ticketing Systems.
- Knowledge of Remote Desktop and Exchange/Active Directory.
- Good working knowledge of IP addresses.
- Understanding of telephony, internet, and wireless technologies.
- Familiarity with mobile devices.
- Basic math skills.
Professional Experience:
- 5 years of technical support experience, particularly in IT networking.
- 5 years of customer service experience.
- Retail and/or technology background preferred.
- Experience supporting IT projects.
Education/Training:
- High School diploma or equivalent, with at least three years of related experience or training.
- Ability to read and interpret reports, safety rules, and procedure manuals.
- Strong written and verbal communication skills.
Join the iSphere team today and be a part of a dynamic and growing company that values its employees and provides excellent career opportunities. Apply now to take the next step in your IT career!
Keywords: ITS Support Technician, IT jobs in Houston, IT support, networking, customer service, technical support, Houston IT jobs, IT careers.
iSphere, a leading IT solutions provider, is seeking a talented and experienced ITS Support Technician for a long-term opportunity to join our team in Houston. As an ITS Support Technician, you will play a crucial role in providing level 3 support to both internal and external customers, ensuring the smooth operation of their computers, applications, and related technologies. This is an excellent opportunity for someone with networking experience and a passion for delivering exceptional customer service.
Key Responsibilities:
- Take ownership of critical customer incidents, effectively communicating with customers and escalating issues when necessary.
- Maintain and update Service Desk practices to ensure efficiency and standardization.
- Provide prompt solutions, workarounds, and advice to customers using POS applications or related third-party products.
- Proactively support business partners by maintaining technical expertise and understanding their unique needs.
- Create and manage service request tickets using our Ticketing System.
- Resolve Service Desk requests related to computers, printers, hardware, and applications.
- Keep end users informed of the status of their requests and escalate issues as needed.
- Monitor systems to identify and address outages promptly.
- Deliver exceptional customer service in person, over the phone, and via email.
- Record and report on technical issue resolutions to both end users and management.
- Assist stores with reconciling tickets, accounting, billing, payment, and refund issues.
- Provide guidance and support to other ITS Support Technicians.
- Collaborate with vendor support contacts to resolve technical problems with desktop computing equipment, software, and peripherals.
Knowledge Requirements:
- Strong networking skills, including VPN/VLAN configuration.
- Familiarity with remote access software.
- Proficiency in Microsoft Office Products.
- Experience with Cisco Meraki.
- Broad understanding of hardware and software systems.
- Familiarity with Ticketing Systems.
- Knowledge of Remote Desktop and Exchange/Active Directory.
- Good working knowledge of IP addresses.
- Understanding of telephony, internet, and wireless technologies.
- Familiarity with mobile devices.
- Basic math skills.
Professional Experience:
- 5 years of technical support experience, particularly in IT networking.
- 5 years of customer service experience.
- Retail and/or technology background preferred.
- Experience supporting IT projects.
Education/Training:
- High School diploma or equivalent, with at least three years of related experience or training.
- Ability to read and interpret reports, safety rules, and procedure manuals.
- Strong written and verbal communication skills.
Join the iSphere team today and be a part of a dynamic and growing company that values its employees and provides excellent career opportunities. Apply now to take the next step in your IT career!
Keywords: ITS Support Technician, IT jobs in Houston, IT support, networking, customer service, technical support, Houston IT jobs, IT careers.
Salary : $21 - $28
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