Tech Support Specialist - Gilbert, United States - Scrapbook

Scrapbook

Verified Company

Gilbert, United States

1 week ago

Posted by:

Mark Lane

beBee recruiter

Description

Trusting Teamwork:
We do our best, care about one another and trust each other.
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Intentional Integrity: We honor our word and, if we're out of integrity, we make it right.
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Innovative Problem Solving: We fearlessly identify issues, then prioritize and solve them with the right solutions for our unique business.
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Healthy Humor: We laugh together and are warm and friendly.

Ensure customers are able to make secure purchases
Ensure the security and reliability of office networks with fully functional fulfillment processes
Ensure colleagues remain technologically functional to serve customers and each other

Outcomes:

Will triage incoming support requests and work with colleagues to resolve their requests or determine the best path of support.
Will participate in oncall schedule, ensuring that emergency support requests that impede customer purchases or the fulfillment of orders are responded to 24x7, communicated to affected teams, resolved in a timely manner, and prevented or mitigated in the future.
Will provision and deprovision various hardware, software, services and accounts for colleagues and orient them on use
Will maintain technology inventory so that the right equipment is available for support and new colleague setups
Will perform regular maintenance tasks to ensure that all colleagues remain functional technologically to serve customers.
Will manage security awareness training for colleagues, ensuring they are informed about cybersecurity threats and best practices for maintaining a secure working environment.
Will work closely with Customer Support on techrelated support issues.
Will create and maintain shared tech team documentation, as well as helpful guides for colleagues.
Will engage in problemsolving skills on various techrelated projects as needed.
Will take on other duties as assigned.

You Value:

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Trusting Teamwork:
We do our best, care about one another, and trust each other.
-
Intentional Integrity: We honor our word and, if we're out of integrity, we make it right.
-
Innovative Problem Solving: We fearlessly identify issues, then prioritize and solve them with the right solutions for our business.
-
Healthy Humor: We laugh together and are warm and friendly.

You Exemplify:

Technological Expertise:

You are experienced working with and troubleshooting Windows, Macs, printers, networks, and other devices, as well as common desktop software usage and troubleshooting.

Technical Proficiency:
You are an expert in Windows, Mac, network setups, and peripheral devices. Knowledgeable in office software and cybersecurity.

Problem Solving:
You have quick and effective problem resolution skills, with a knack for creative solutions and efficient troubleshooting.

Adaptability:
You are comfortable with fast-paced changes, learning new technologies, and juggling multiple tasks under tight deadlines.

Communication Skills:
You have strong verbal and written abilities to simplify technical language for non-technical audiences. Proficient in documentation and support guide creation.

Customer Service Orientation:
You are patient and have an empathetic approach to support, with a history of excellent customer interactions. Ability to maintain professionalism and manage expectations under pressure.

You Meet the Following Requirements:

At least 2+ years experience providing onpremise and remote technical support using ticketing systems
Understanding of basic networking concepts and troubleshooting (e.g., DNS, DHCP, VPN, Wi-Fi, and Ethernet connectivity issues)
Windows Serve and Active Directory experience preferred
College degree preferred but not required
Certifications that are preferred but not required: A+ Certification, Network+ Certification, Security+ Certification
Able to perform all essential job functions, including walking, standing, bending, stooping, climbing, lifting and manual dexterity, with or without reasonable accommodation

Relevant Technologies:

Windows, Mac, iOS, Android, Linux, printers, Google Workspace, Microsoft Remote Desktop, OpenVPN, Jira Service Management, Slack

Benefits:

We offer a comprehensive benefits program to eligible employees, including:

100% paid medical and dental plans, along with vision, life and disability options.
401k plan with a company match
17 Paid Time Off (PTO) days annually, and 8 paid holidays
Paid parental leave when a new child joins your family
Company events that include food trucks, games, and prizes

Benefits: