Level 1 Technical Support Specialist

Bluewater is looking for a full-time Level 1 Technical Support Specialist to join our team!

As a Level 1 Technical Support Specialist, you will be responsible for providing initial technical assistance and support to customers or clients experiencing issues with hardware, software, or various technical products and services. Your primary objective will be to troubleshoot and resolve technical problems efficiently and effectively while delivering excellent customer service.

Key Responsibilities:

• Help Desk:
  • Be the point person for day-to-day contact with our MSP helpdesk:
• Work with them and respond promptly to customer inquiries via phone, email, or ticketing system.
• Identify and diagnose technical issues reported by customers or clients.
• Guide customers through troubleshooting steps to resolve problems remotely.
• Escalate complex or unresolved issues to Level 2 or Level 3 support teams as necessary.
• Document all support interactions and solutions accurately and thoroughly in the ticketing system.
• Provide timely updates to customers regarding the status of their support tickets.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate teams.
• Troubleshooting: Identifying and resolving hardware, software, and network issues encountered by users.
• Hardware: Fix and manage issues with basic desktop and server hardware
• Run diagnostic tests to identify hardware issues and determine whether a component is malfunctioning.
• Replace hardware components such as RAM modules, hard drives, or peripheral devices like keyboards and mice.
• Manage basic laptop and hardware repair or sending things out for fixes at approved vendors.
• Troubleshoot and resolve issues related to peripheral devices such as printers, scanners, and monitors.
• Maintain a reasonable inventory of needed equipment for laptop replacement, cables, mice, keyboards, etc.
• Server and Network Rooms: Maintain these spaces and make sure they are neat.

Other Responsibilities:

• Stay up to date with product knowledge, company policies, and procedures to provide accurate information to customers.
• Assist with the creation and maintenance of knowledge base articles and documentation for internal and external use.
• Participate in training sessions and professional development opportunities to enhance technical skills and customer service abilities.
• Adhere to service level agreements (SLAs) and maintain high levels of customer satisfaction.
• Other tasks as assigned.

Requirements:

• High school diploma or equivalent experience; additional technical certifications or coursework preferred.
• Prior experience in a customer service or technical support role is desirable.
• Strong communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
• Proficiency in troubleshooting software, hardware, and network issues.
• Familiarity with ticketing systems and remote support tools.
• Ability to work independently and collaboratively in a fast-paced environment.
• Excellent time management and organizational skills with the ability to prioritize tasks effectively.
• Patience, empathy, and a customer-centric approach to problem-solving.
• Flexibility to work non-standard hours, including evenings, weekends, and holidays, as needed.
• Commitment to continuous learning and professional growth in the field of technical support.