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Product Specialist III
4 months ago
About the Role :
We are seeking a motivated and experienced Technical Support Specialist (Product Specialist 3) to join our growing team. In this role, you will provide exceptional technical support to our customers, troubleshooting a wide range of hardware, software, and network-related challenges.
You will leverage your in-depth knowledge of Microsoft products, networking fundamentals, and technical support best practices to ensure our customers receive timely and effective resolutions.
Responsibilities :
Technical Troubleshooting :
- Possess a minimum of 3+ years of hands-on experience troubleshooting and resolving technical issues in a customer service environment, particularly within Microsoft environments.
- Demonstrate a strong track record of successfully troubleshooting common issues with Microsoft Windows 10 desktops and Server environments (versions 2012 and above).
- Provide technical support for Microsoft Office Suite (versions 2013 or greater, including Office 365) and assist users with related applications.
- Perform hands-on deskside support to diagnose and resolve hardware and software problems.
- Troubleshoot and support proprietary systems, unique hardware, and peripheral devices.
Database and Reporting :
- Possess fundamental SQL query/reporting development skills using SQL Server or Oracle technologies.
Networking and Server Support :
- Maintain a strong understanding of computer networking fundamentals and possess the ability to troubleshoot network-related issues.
- Experience supporting Microsoft Exchange Server is a plus.
Additional Specialties (Plus Factors) :
- Prior experience supporting tolling and traffic management applications is a plus.
- Experience supporting CCTV systems is a plus.
- Knowledge of fiber optic cabling is a plus.
- Experience with industrial DVR systems is a plus.
- Familiarity with Linux/UNIX operating systems is a plus.
- Experience with server and database backup software systems and processes is a plus.
Customer Service Focus :
- Proven customer service experience in a technical environment, with a focus on providing prompt, courteous, and effective solutions.
- Excellent communication and interpersonal skills to build rapport with customers and clearly explain technical concepts.
- Strong problem-solving and analytical skills to identify root causes of technical issues.
