Job description

Company Overview:

We are a leading manufacturing company that specializes in delivering high-quality products to ours customers. Our Helpdesk Support team is responsible for providing exceptional technical support to our customers, both internal and external. We are looking for a Tier 3 Helpdesk Support Specialist to join our team and help us deliver outstanding service to our customers.

Job Summary:

As a Tier 3 Helpdesk Support Specialist, you will be responsible for providing advanced technical support to our internal customers and software vendors. You will be the point of escalation for complex technical issues that cannot be resolved. You will work closely with other members of the Helpdesk Support team, as well as with other departments within the company and software vendors, to resolve issues and ensure customer satisfaction.

Key Responsibilities:

• Serve as the point of escalation for complex technical issues that cannot be resolved
• Provide advanced technical support to internal customers and software vendors via phone, email, and chat.
• Troubleshoot and resolve issues related to hardware, software, and networking.
• Analyze customer issues and determine the best course of action to resolve them.
• Work closely with other members of the Helpdesk Support team, as well as with other departments within the company and software vendors, to resolve issues and ensure customer satisfaction.
• Document customer issues and resolutions in our ticketing system.
• Provide regular updates to customers on the status of their issues.
• Identify opportunities to improve our support processes and procedures.

Daily:

• Respond to Tier 3 technical support requests from internal customers and software vendors via phone, email, and chat.
• Troubleshoot and resolve technical issues related to hardware, software, and networking.
• Document all customer interactions and resolutions in the ticketing system.
• Provide regular updates to customers on the status of their issues.
• Review backup and replication success of failure and address the situation if needed.

Weekly:

• Collaborate with other members of the Helpdesk Support team to identify recurring technical issues and develop solutions to address them.
• Communicate with software vendors to resolve complex technical issues that may require vendor support.
• Participate in team meetings to share updates on ongoing support issues and collaborate on solutions.
• Review and update knowledge base articles to ensure they are accurate and up-to-date.

Monthly:

• Analyze ticketing system data to identify trends in technical issues and customer satisfaction levels.
• Review and update standard operating procedures for Tier 3 technical support.
• Participate in training sessions to stay current with new hardware, software, and networking technologies.
• Participate in cross-functional projects to improve support processes and procedures.

Qualifications:

• Bachelor's degree in Computer Science or related field.
• At least 3 years of experience in a Tier 3 Helpdesk Support role.
• Strong technical skills in hardware, software, and networking.
• Experience troubleshooting complex technical issues.
• Excellent communication and interpersonal skills.
• Ability to work well under pressure and prioritize tasks.
• Experience working with ticketing systems and other support tools.
• Certifications such as CCNA, MCSE, and ITIL are a plus.

Benefits:

We offer a competitive salary and benefits package, including health, dental, and vision insurance, 401(k) with company match, and paid time off. We also offer opportunities for professional development and career growth within the company.

To apply:

Please submit your resume and cover letter detailing your qualifications for this position. We look forward to hearing from you!

Job Types: Full-time, Permanent

Salary: From $29.51 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years

Schedule:

• 8 hour shift
• Monday to Friday
• On call

Ability to commute/relocate:

• Rockledge, FL 32955: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 3 years (Preferred)
• Windows: 1 year (Preferred)

Work Location: Hybrid remote in Rockledge, FL 32955

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