Technical Support Specialist for Enterprise Applications
6 days ago
**Job Summary**
Glidewell Dental seeks a skilled Technical Support Specialist to provide top-notch assistance to our UK technical operations. As a key member of our team, you will be responsible for delivering exceptional customer service, resolving complex IT issues, and ensuring seamless support for our enterprise applications.
**Key Responsibilities:**
- Provide Level 1 technical support via phone and email, responding to customer inquiries in a timely manner.
- Enter accurate and detailed information into our CRM system, facilitating efficient issue resolution.
- Utilize remote control tools, such as Proxy Master and VNC Client, to troubleshoot and resolve hardware and software issues.
- Analyze, diagnose, and document complex IT problems, escalating them to senior teams as necessary.
- Install, configure, and troubleshoot hardware, peripherals, and software systems, including internet security management via Websense.
- Maintain and troubleshoot the Time Management system (Kronos), creating simple queries and running pre-written stored procedures in SQL Server 2008.
- Perform basic administrative and security tasks for various applications, including MS Sharepoint, Great Plains, Kwiktag, DL Plus, Kronos, Active Directory, BrainShark, and Exchange.
- Communicate effectively with customers, providing step-by-step solutions and recommending remedial actions as needed.
- Escalate complex issues to senior teams, following up on open tickets and unresolved issues to ensure timely resolution.
**Requirements:**
- High School Diploma or equivalent.
- 7+ years of experience in Applications or IT Technical Support, with a focus on Mac and Apple products.
- Experience with Intune and formal education in Information Technology are highly desirable.
- Must have previous experience supporting enterprise applications.
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