@ iConvergence
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Technical Support Specialist
Overview: iConvergence is seeking a skilled and customer-focused Technical Support Specialist to join our team. In this role, you will be the first point of contact for customers experiencing IT-related challenges, providing timely and effective solutions over the phone and, when necessary, on-site. If you have a knack for troubleshooting, a solid foundation in IT, and a passion for helping people, we’d love to hear from you! Location:
Houston, TX and Memphis, TN Employment Type:
Full-Time; On-Site, Not Remote Reports To:
IT Support Manager Key Responsibilities: Customer Support: Answer incoming phone calls from customers, addressing technical inquiries and resolving IT issues related to PCs, operating systems (primarily Windows), and common Windows applications (e.g., Microsoft Office, email clients). Troubleshooting: Diagnose and resolve basic hardware and software problems, including system crashes, application errors, and performance issues. Network Connectivity: Troubleshoot basic network connectivity problems, both hardwired (Ethernet) and wireless (Wi-Fi), ensuring customers can access critical systems and resources. On-Site Assistance: Travel to customer locations as needed to provide hands-on support for issues that cannot be resolved remotely, such as hardware repairs or complex network setups. Documentation: Log all support interactions, including problem details, troubleshooting steps, and resolutions, in our ticketing system to maintain accurate records. Customer Education: Guide customers through step-by-step solutions with patience and clarity, empowering them to resolve minor issues independently when possible. Collaboration: Escalate complex issues to senior IT staff or specialized teams while keeping customers informed of progress. Qualifications: Technical Skills:
Strong foundational knowledge of IT, including PC hardware, Windows operating systems (e.g., Windows 10/11), and widely used Windows applications. Ability to troubleshoot basic network connectivity issues (e.g., IP conflicts, Wi-Fi signal problems, cable faults). Familiarity with common IT tools (e.g., remote desktop software, diagnostic utilities) is a plus.
Experience: Previous experience in a technical support or help desk role is preferred but not required; we’re willing to train the right candidate with a solid IT foundation. Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users in a clear and friendly manner. Problem-Solving: A proactive approach to identifying and resolving issues efficiently, with strong attention to detail. Flexibility: Willingness to travel to customer sites as needed (valid driver’s license and reliable transportation required). Team Player: Ability to work independently and collaborate with colleagues to ensure top-notch customer service. Why Join Us? Be part of a dynamic team that’s driving innovation and customer success. Opportunities for growth and skill development in a fast-paced IT environment. Competitive salary, benefits, and a supportive work culture.
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Overview: iConvergence is seeking a skilled and customer-focused Technical Support Specialist to join our team. In this role, you will be the first point of contact for customers experiencing IT-related challenges, providing timely and effective solutions over the phone and, when necessary, on-site. If you have a knack for troubleshooting, a solid foundation in IT, and a passion for helping people, we’d love to hear from you! Location:
Houston, TX and Memphis, TN Employment Type:
Full-Time; On-Site, Not Remote Reports To:
IT Support Manager Key Responsibilities: Customer Support: Answer incoming phone calls from customers, addressing technical inquiries and resolving IT issues related to PCs, operating systems (primarily Windows), and common Windows applications (e.g., Microsoft Office, email clients). Troubleshooting: Diagnose and resolve basic hardware and software problems, including system crashes, application errors, and performance issues. Network Connectivity: Troubleshoot basic network connectivity problems, both hardwired (Ethernet) and wireless (Wi-Fi), ensuring customers can access critical systems and resources. On-Site Assistance: Travel to customer locations as needed to provide hands-on support for issues that cannot be resolved remotely, such as hardware repairs or complex network setups. Documentation: Log all support interactions, including problem details, troubleshooting steps, and resolutions, in our ticketing system to maintain accurate records. Customer Education: Guide customers through step-by-step solutions with patience and clarity, empowering them to resolve minor issues independently when possible. Collaboration: Escalate complex issues to senior IT staff or specialized teams while keeping customers informed of progress. Qualifications: Technical Skills:
Strong foundational knowledge of IT, including PC hardware, Windows operating systems (e.g., Windows 10/11), and widely used Windows applications. Ability to troubleshoot basic network connectivity issues (e.g., IP conflicts, Wi-Fi signal problems, cable faults). Familiarity with common IT tools (e.g., remote desktop software, diagnostic utilities) is a plus.
Experience: Previous experience in a technical support or help desk role is preferred but not required; we’re willing to train the right candidate with a solid IT foundation. Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users in a clear and friendly manner. Problem-Solving: A proactive approach to identifying and resolving issues efficiently, with strong attention to detail. Flexibility: Willingness to travel to customer sites as needed (valid driver’s license and reliable transportation required). Team Player: Ability to work independently and collaborate with colleagues to ensure top-notch customer service. Why Join Us? Be part of a dynamic team that’s driving innovation and customer success. Opportunities for growth and skill development in a fast-paced IT environment. Competitive salary, benefits, and a supportive work culture.
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