Tech Support Specialist

On behalf of our client-Fusion HCR is seeking a Tech Support Specialist for a Technology based company.

Job Title: Tech Support Specialist

Love solving puzzles, talking to people, and saving the day? We are looking for an IT enthusiast who connects as easily with people as they do with technology. If you thrive on fixing tech roadblocks, learning fast, and being the hero who turns a frustrated user's day around, you belong on our team.

Role Overview
As a Tech Support Specialist, you are the face of our IT support team and the primary point of contact for all end-user service requests. Your mission is simple: deliver rapid, empathetic, and effective technical resolutions while maintaining exceptional client satisfaction. This role requires a blend of sharp troubleshooting skills, a welcoming communication style, and a proactive drive to solve problems efficiently.

Key Responsibilities & Essential Duties
1. Frontline Support & Ticket Management

• Empathetic Engagement: Answer incoming help desk calls with a professional, service-oriented attitude that instantly puts users at ease.
• Ticket Lifecycle Management: Create, update, and manage service tickets within ConnectWise, ensuring precise and thorough documentation of all troubleshooting steps.
• Smart Escalation: Keep things moving. Identify complex issues early and smoothly escalate tickets to Level 2 support if a clear path to resolution isn't identified within 45 minutes.
• Proactive Monitoring: Review email alerts, system logs, and monitoring dashboards to catch and fix issues before they impact the client.

2. Technical Troubleshooting & System Maintenance

• Root Cause Analysis: Diagnose and resolve workstation, mobile, and user-facing issues following industry best practices.
• Core OS & Application Support: Handle routine administrative tasks, including new user setups, password resets, software installations, and printer management.
• Hardware Deployment: Set up, image, and prepare new machines for onsite delivery and seamless configuration.
• Network & Security: Provide basic network connectivity support and execute malware cleanup and remediation.
• Team Collaboration: Partner with Tier 2 and Tier 3 engineers by gathering detailed information, testing, and assisting on various project tasks.

3. Operational Excellence & Compliance

• Time Tracking: Responsibly log all time and expenses in the PSA tool in real-time.
• End-of-Day Reviews: Audit assigned open tickets daily to ensure past-due items are addressed and clients receive timely updates.
• On-Call Rotation: Participate in an after-hours on-call rotation for emergency internal and client support.
• Continuous Learning: Complete assigned training blueprints in ConnectWise University and actively pursue/maintain target industry certifications to keep growing.

Requirements, Skills, and Attributes
Technical Foundations

• Basic understanding of operating systems, business applications, printing systems, and network topology.
• Familiarity with Active Directory (Users & Computers) and remote management tools.
• Strong typing skills to ensure fast, accurate, and real-time documentation.
• Certifications: Possess or be actively working toward CompTIA A+ and Network+ certifications.

Core Professional Competencies

• Communication: Exceptional verbal and written communication skills; ability to actively listen, clarify client needs, and translate technical jargon for non-technical users.
• Client Centricity: A strong desire to ease client concerns and build confidence with both end-users and business decision-makers.
• Team Dynamics: Ability to work independently with minimal supervision while remaining a collaborative, reliable team player.
• Adaptability: Self-motivated and able to thrive in a fast-paced, evolving environment.

Workplace Expectations

• Regular, predictable attendance and a high standard of professional reliability.
• Commitment to maintaining a safe, respectful, and harassment-free workplace.
• A strong sense of pride in workmanship and the quality of solutions delivered.