IT Support Technician

Job Description

Job Description

IT Support Technician Tier 1 or Tier 2

What is it like as an IT Technician at Univision?

IT technicians are many times the first point of contact with customers reporting problems or requesting service. Customers having great customer service experience is critical, so you must be great with people on the phone and via electronic means.

Technicians start their journey at Univision with a detailed onboarding process.

During this time, you shadow and are shadowed by experienced teammates that show you the ropes. We believe in progressive responsibility based on ability. The more you learn the more you can do. Initially you will be identifying/triaging problems and working on lower-level issues. As your skills increase, you will be given more advanced problems to work on.

Duties/Responsibilities:

• Provide either Tier 1 or Tier 2 technical support to customers seeking assistance via phone, email, chat, and/or ticketing system.
• Troubleshoot issues remotely and in person using diagnostic techniques and effective questioning.
• Resolve common end-user issues (accounts/access, email, Office apps, OS issues, printing, connectivity, and basic application support).
• Handle more advanced issues as skills allow (deeper Windows troubleshooting, hardware diagnostics, network troubleshooting, and coordination with vendors/ISPs).
• Determine the best solution based on the issue and details provided by the customer; explain options clearly.
• Walk customers through the problem-solving process and provide clear status updates.
• Escalate unresolved issues to the next level of support while documenting troubleshooting steps and relevant details.
• Document incidents, requests, and resolutions accurately in tickets; follow up to confirm resolution.
• Provide accurate information on IT products and services.
• Share customer feedback and identify trends; suggest improvements to processes, knowledge articles, and procedures.
• Maintain professionalism and strong customer service in an office environment.
• Travel to client locations as needed if have skill set

Qualification/Requirements:

• Knowledge of computers and networking.
• Ability to build and repair computers.
• Proven ability to provide clear and concise customer service to clients verbally and electronically.
• Valid Drivers License as may need to drive to client locations.
• Client onboarding experience is a plus, but not required.
• Understanding of Microsoft Operating Systems, Office 365, and other software skills.
• Any IT Experience is desirable including working on friends and family’s computers.
• Formal IT training is desirable but not required – College, Certifications etc.
• Some of the excellent benefits you will receive:
  • Competitive Base Salary (DOE)
  • Medical, Dental, Vision Insurance available
  • Retirement Plan with a Company Match after one year of employment
  • Flexible Work Hours
  • Remote-work friendly environment
  • Dog friendly office environment

• Note: All employees are subject to a Criminal Background Check. Univision also employs a pre-employment screening process that you will be required to complete if offered a position.

  We are interested in every qualified candidate who is eligible to work in the United States, however, we are unable to accommodate scholastic or employment visas currently.