Job Description
Are you a tech-savvy problem solver looking for a stable, full-time position in the heart of New York City? Apex Digital Solutions is seeking a highly skilled Technical Support Specialist to join our dynamic team. We offer a competitive hourly wage and a hybrid work environment that values work-life balance.
As a Technical Support Specialist, you will serve as the bridge between our clients and our technical infrastructure. You will diagnose hardware and software issues, guide users through complex troubleshooting steps, and ensure our clients experience seamless service.
Core Responsibilities:
- Provide exceptional technical support to enterprise clients via phone, email, and remote desktop.
- Diagnose and resolve hardware, software, and network connectivity issues in a timely manner.
- Maintain accurate and detailed documentation of all support tickets and resolutions.
- Collaborate with the engineering team to escalate complex technical problems.
- Conduct regular system checks to prevent potential outages.
- Train junior staff members on new protocols and tools.
Qualifications:
- High school diploma or equivalent; Associate’s degree in Computer Science or IT preferred.
- Minimum of 3 years of experience in a helpdesk or technical support role.
- Proficiency in Windows, macOS, and Linux operating systems.
- Strong understanding of networking concepts (TCP/IP, DNS, DHCP).
- Excellent verbal and written communication skills with a customer-first mindset.
- Ability to work independently and manage a high volume of tickets efficiently.
Responsibilities
- Provide Tier 2 technical support to clients via phone, email, and chat.
- Diagnose and troubleshoot hardware, software, and network issues.
- Maintain accurate and detailed records of all technical interactions and resolutions.
- Collaborate with the engineering team to escalate complex issues and provide feedback.
- Conduct remote desktop sessions to resolve client-specific problems.
- Update the knowledge base with new troubleshooting procedures.
- Assist in the onboarding process for new hardware installations.
Qualifications
- High school diploma or equivalent; Associate or Bachelor’s degree in IT or related field is a plus.
- Minimum of 2 years of experience in a technical support or helpdesk role.
- Strong knowledge of Windows, macOS, and Linux operating systems.
- Excellent verbal and written communication skills.
- Ability to work independently and manage time effectively in a fast-paced environment.
- Customer-centric attitude with a focus on problem-solving.