Description:
The Support Specialist I – Technical provides Tier 1 technical support as the first point of contact for customers experiencing software issues. They focus on resolving common, easily identifiable technical problems quickly while maintaining Tier 0 self-service resources and escalate more complex issues to Tier 2 support specialists.
What You'll Do
- Serve as first point of contact for technical support, handling common user error related issues
- Perform password resets and assist with simple software installation issues
- Troubleshoot basic network connectivity problems and printer issues
- Conduct initial triage of more complex network connectivity and server problems for escalation
- Document all customer interactions and resolutions in the ticketing system
- Identify patterns in common issues to improve Tier 0 self-service resources
- Escalate issues requiring moderate to intermediate skilled support to Tier 2 specialists
- Contribute to FAQ documentation and knowledge base articles for common issues
- Identify gaps in self-service resources based on repetitive Tier 1 inquiries
- Test and validate online tutorials and self-help tools
- Participate in on-call rotation for after-hours support
- Perform other related duties as assigned to support team objectives, departmental needs, and overall organizational priorities
What You'll Bring
- Diploma or degree in Information Technology, Computer Systems, Network Administration, or a related field (or equivalent industry experience and training).
- 0–2 years of experience in technical support, help desk, or related IT role.
- CompTIA A+ or similar entry-level certification is an asset.
- Basic understanding of software installation, network connectivity, and troubleshooting.
- Familiarity with common operating systems, ticketing systems, and password management tools.
- Strong customer service and communication skills, with the ability to handle first-contact situations professionally.
- Experience documenting support interactions and contributing to knowledge base resources.
- Ability to manage a high volume of Tier 1 support requests while quickly identifying and routing more complex issues.