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Technical Support Specialist

Company: Britech Group, Inc.
Location: Melville
Posted on: August 7, 2022

Job Description:

As a Technical Support Specialist you will be responsible for the technical analysis and troubleshooting of reported software problems which you will reproduce in a virtual environment and/or test lab. You will be the direct contact between our customers and the software developers. The provision of technical trainings to your colleagues internally as well as external and on-site/installation support complete the range of tasks. The fundamental purpose behind our technology is to help our customers to run their businesses better - with less cost, with more security and with better productivity. We are a fast moving and agile technology company with a team of We are inventing new and better ways to help companies get maximum value from their document process automation and increase their document security. Our core product is available on-premise as well as provided as SaaS. This role would be supporting both: Triage customer reported issues and respond to them via ticketing system (Atlassian Service Desk), remote sessions, chat or phoneIdentify the area of fault (code, environment, or configuration) and work with the appropriate team(s) implementing the fixRespond to user-reported issues in adherence to established Service Level AgreementsDocument actions to effectively communicate information internally and to customersLink between 3rd level support team and development, project team and QA departmentProvide internal and external advanced technical trainings (optional)Passion for customer service and teamworkKey Relationships Internal and external:Document Management Software 3rd Level Support (globally, English)Performance Measures:Customer satisfactionSatisfaction with trainings delivered (optional)Escalation quality to DevelopmentTicket resolution rate Qualifications:Excellent understanding of technical problems and their interrelationExcellent troubleshooting skills and analytic thinkingExcellent knowledge of Microsoft operating systems (workstations and servers)Good knowledge of network problem analysisExtensive networking and OS related knowledgeSQL (language, DB servers)Attention to details, fast learner and excellent verbal and written communication skillsAbility to effectively prioritize and execute tasks in a high-pressure and fast paced environmentBe able to translate technical information in a simplified, easy to understand mannerMAC: printing, administration, configuration, troubleshootingTechnical certificationsProven capability to lead teams both internally and externally to deliver complex and technical projectsSuccessful design of complex software/hardware technology solutions in the printing environmentDrive & manage changeExceptional customer service orientationSelf-managed and team orientedDeadline and detail orientedFlexibility for after-hours/weekend/on-call support''We Engineer your success'' Britech Group, Inc is a Technology Staffing Company who are experts in integrating exceptional people with top companies. Additional Job Openings- - provided by Dice

Keywords: Britech Group, Inc., New Haven , Technical Support Specialist, IT / Software / Systems , Melville, Connecticut

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