Associate – Technical Support Specialist

Job Summary

The Technical Support Specialist provides advanced technical support for escalated customer issues diagnosing and resolving hardware software and operating system problems. This role supports frontline teams ensures accurate case resolution and contributes to continuous service improvement.

Key Responsibilities

• Troubleshoot and resolve complex hardware and software issues.
• Support escalated customer cases and provide technical guidance to frontline teams.
• Document cases troubleshooting activities and resolutions in the CRM system.
• Collaborate with internal teams to achieve timely incident resolution.
• Identify recurring issues and recommend process improvements.
• Contribute to knowledge base articles and technical documentation.
• Manage workload and prioritize activities to meet SLA requirements.

Qualifications :

Education

• High School Diploma required.
• Degree in Systems Engineering Computer Science IT or related field preferred.
• CompTIA A or equivalent certification preferred.

Experience

• 1-3 years of experience in technical support service desk or IT services.
• Experience supporting PC hardware peripherals Windows OS and Microsoft applications.
• Experience using CRM tools preferably Microsoft Dynamics.

Technical Skills

• Advanced troubleshooting and diagnostic skills.
• Strong knowledge of hardware software and Windows environments.
• Familiarity with command-line tools and basic networking concepts.
• Strong customer service and communication skills.

Language Requirements

• Spanish required.
• English proficiency (A2 or higher) required.

Core Competencies

• Advanced Troubleshooting (Expert)
• Hardware Diagnostics (Expert)
• Software Diagnostics (Expert)
• Windows Troubleshooting (Expert)
• Root Cause Analysis (Advanced)
• Customer Communication (Advanced)
• Technical Escalation Management (Advanced)
• CRM / Microsoft Dynamics (Advanced)
• Knowledge Transfer (Advanced)
• SLA & Priority Management (Advanced)

Información adicional :

Our employees enjoy:

• Competitive compensation packages inclusive of base pay incentives over-time and shift differentials for certain shifts.
• Annual merit increase based on performance.
• Paid Training whether onsite or in work at home.
• Discounts for several corporate and retail partners for services and products once Sutherland ID is presented.
• Excellent training and supervisory support - to help you feel comfortable servicing our customers.
• Competitive Salary with attractive and attainable PBI structure.
• Paid vacation and sick leave annually.
• Exceptional Health and Life Insurance Plan
• Lunch benefits and subsidy.
• Onsite lunch concessionaire at reduced rates.
• Transportation/ Shuttle Services - Free transportation home for shifts that end after 9:00 pm and pick-ups for shifts that begin before 6am
• Free On-site medical suite with nurse and medical doctor.
• Daily Refuel Plan - Robust and dynamic schedule of activities to keep employees energized both at home and in the office.
• Paid referral program
• Career development & growth opportunities for advancement.
• Excellent Reward and recognition programs.

Remote Work :

No

Employment Type :

Full-time