Tech Supp Remote III (BTW)

Education and Experience Requirements

Bachelor's Degree Computer Science required. 3 years of experience sufficient to successfully perform the essential functions of the job.

Position Purpose:

The IT Support Specialist will support customers with technical problems they may encounter in the operation of software, hardware, and operating systems.

Job Description

Principle Duties and Responsibilities:

Essential Functions:

1. Technical support, deploy hardware requested through SRMS, on site hands on support for other BT teams .
2. Installs, tests, and maintains a variety of personal computing and network hardware and software systems, with local area network and wide area network connectivity .
3. Troubleshoots different software packages, hardware devices, and other peripherals .
4. Support a complex and fast-paced environment with outstanding attention to customer satisfaction .
5. Replaces hardware or software as needed .
6. Assists user community in software and hardware problem resolution .
7. Logs calls and takes appropriate action to ensure a satisfactory response within specified time frames for the user community .
8. Maintains a parts inventory for personal computers, as well as other supplies and computer center-related materials .
9. Keeps up to date with current trends and is prepared to make recommendations .
10. Keeps customer log updated .
11. Produces support documentation.

Additional Functions:

1. Other responsibilities include providing onsite support to remote Network and Server Support personnel, installing hardware/software, authoring and maintaining system documentation, troubleshooting and providing general desktop support, interacting with users and vendors while ensuring that requests are completed with a high degree of professionalism. 

Perform other duties as assigned.

Other Requirements:

1. Advanced English Level.
2. Experience with Windows Desktop Operating Systems.
3. Experience supporting Apple IOS and MACOS devices.
4. Knowledge and experience related to TCP/IP networking, external connectivity and telephone systems also preferred.
5. Experience supporting MS Office applications and Microsoft Office 365 cloud required.
6. Ability to function independently (off-site) with general guidance from an IT manager and also function as an effective team player.
7. Ability to prioritize and multi-task.
8. Effective oral and written communication skills, including user training and interpersonal skills required.
9. A strong understanding of a wide variety of personal computing equipment and software.
10. Ability to follow manuals and read complex instructions.
11. Ability to operate a variety of standard office equipment including personal computers, multifunction printers, scanners.
12. Responsible experience in a support capacity in a user-oriented environment.