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Technical Support Specialist

Company: Wimmer Solutions
Location: Fort Worth
Posted on: March 28, 2020

Job Description:

3-5 years' experience in customer communications, working with non-technical individuals in time sensitive situations, demonstrating positive and proactive attitude Experience working in a fast-paced and professional environment is required. Experience in PC/Laptop imaging, deployment and troubleshooting Exceptional written and communication skills in English. Hands-on knowledge supporting Windows 7 and 10. Microsoft SCCM is a plus (imaging and app packaging). Mobile Device Management comprehension is also a plus (currently on Air Watch but transitioning to SOTI). Customer-oriented mindset, good collaborative and service skills Duties will include, but are not limited to: Provides solutions to customer's technical issues by identifying the problem, researching answers and guiding the customer step-by-step through corrective measures for one-call resolution. Proactively work to assist others in achieving the organization's objective Provide support for all Information Technology products and services. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy. Triage support tickets submitted via the Help Desk Ticket System Software installation and application support Set up, configure and migrate users to new PCs Troubleshooting printer issues and resolving difficulties Perform PC hardware and software upgrades when necessary Verify that suggested solutions effectively resolve users' problems through verbal or email follow up. Elevate complex and/or high priority problems to the appropriate support groups for resolution. Communicate all issues and/or ongoing developments that may impact service quality to users, operational effectiveness, or efficiency to Manager of IT Services At least 3 years of technical customer experience preferred Call center experience a must -

Keywords: Wimmer Solutions, Fort Worth , Technical Support Specialist, IT / Software / Systems , Fort Worth, Texas

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