IT Technical Support Specialist

Job Title

Position Type

Key Skills and Attributes

• Communication Skills: Possess strong written and verbal communication skills. Capable of communicating effectively and professionally with all levels of the company and outside vendors.
• Teamwork: Ability to work in a diverse team environment and effectively support the demanding needs of the company.
• Pressure Handling: Skilled at working under pressure and meeting deadlines, even with shifting priorities.
• Initiative: Must be a self-starter with a high level of initiative.
• Attention to Detail: Exhibit strong attention to detail, organizational skills, and the ability to handle multiple projects simultaneously.
• Confidentiality: Maintain confidentiality and exercise discretion.
• Strategic Thinking: Apply solid strategic thinking and problem-solving skills.
• Team Player: Be a collaborative team player.
• Empathy and Professionalism: Display excellent customer service skills, including a helpful and empathetic approach. Handle difficult customers and situations calmly and professionally.
• Feedback Encouragement: Encourage team members to provide continuous feedback to each other and share information openly.
• Mentorship: Ability to mentor and direct other team members to ensure task completion.

Key Responsibilities

• Manage the full lifecycle of all escalated incidents, requests, and problems, including troubleshooting, research, investigation, isolation, and resolution.
• Collaborate with the team to manage all local hardware assets, assist with hardware upgrades, and track assets.
• Provide expert technical support for Ingenico Link2500i series and Lane Series devices.
• Troubleshoot and resolve issues related to Windows PCs, software, and systems.
• Address and solve internet and ISP-related problems.
• Handle IP and landline phone troubleshooting.
• Utilize your advanced knowledge of Excel for various support tasks.
• Manage and resolve tickets using our ticketing system.
• Deliver exceptional support service to our Spanish-speaking employees.

Qualifications

• Proficiency with Ingenico Link2500i and Lane Series Credit Card Machines.
• Strong expertise in Windows PC systems and software troubleshooting.
• Advanced troubleshooting skills for internet, ISP issues, and IP/landline phones.
• Working knowledge of Excel and ticketing systems.
• Previous experience in the cell phone industry is a plus.