About this role
Position Title Technical Support Representative
Job Level - Tier L1
Position Summary
As a Tier 1 Technical Support Representative, you will be the first point of contact for customers
seeking technical assistance. The role involves addressing basic technical issues, providing
troubleshooting guidance
Specific Responsibilities
- Provide day-to-day technical support through the client's IT ticketing system.
- Support, install, maintain, troubleshoot, and document PC hardware, operating systems, software applications, printers, peripherals, and phones across the organization.
- Deliver technical support to employees and locations throughout the U.S. in a remote support environment.
- Perform basic network, systems, and application administration tasks as needed.
- Collaborate with team members, end users, and hospitality guests to diagnose and resolve technical issues.
- Provide technical assistance, problem resolution, and user training in person, over the phone, and through remote support channels.
- Maintain a hands-on, guest-facing approach while delivering excellent customer service and support.
- Communicate effectively with users, ensuring issues are addressed thoroughly and professionally.
- Perform duties under the direction of the IT Help Desk Manager and, when required, senior IT staff.
- Provide occasional after-hours and weekend support.
- Perform other duties as assigned.
- Entry-level candidates may be considered; however, a minimum of two years of desktop support experience is preferred.
QUALIFICATIONS
- High school diploma or equivalent; additional education in a technical field is a plus.
- Certifications in relevant technologies or products are a plus
- 1+ year of experience in a technical support or service role
- Experience working with CRM, any ticket system is preferred
- Basic troubleshooting skills
Required Soft Skills
- Proactive approach
- Empathetic individuals
- Problem-solving skills
- Organizational skills
- Multitasking
Required Hard Skills
- Basic computer skills
- Excellent verbal and/or written communication skills
- Basic knowledge of industry-specific software/tools
- Familiarity with company-specific software/tools
- Ability to convey technical information clearly