Technical Support Specialist


The number one goal of everyone in our team is to make our Clients exceptionally happy. The Technical Support Specialist plays an important role in making sure that happens.

The Technical Support Specialist handles the first level support requests that come in from our Clients. They are the first to touch a helpdesk ticket and make sure that the issue is handled quickly and the Client is informed of what to expect every step of the way.

When help is needed the Technical Support Specialist can get help from or escalate issues to other members of the Service Delivery Team.

Responsibilities & Tasks

Customer Service

  • Providing the first point of contact for customers through our helpdesk, be that via phone, email, or ticket
  • Delight our Clients with a Friendly, Quick, and Helpful Experience
  • Provide the Client with basic remote troubleshooting

Use of Our Ticketing System

  • Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
  • Managing and recording all work through our Ticketing System
  • Make sure that Client Documentation is well maintained and up to date
  • Split tickets that have several issues into their own individual ticket
  • Make sure that tickets aren’t “stale” throughout the process

Use of Our Monitoring & Management Tool

  • Review RMM dashboard and apply remediation actions as indicated by our Processes
  • Review regularly scheduled/automated actions as indicated by our Processes

Project Work

  • From time to time the projects team will need additional resources to help deliver projects either on-site or remotely. When opportunities arise the Technical Support Specialist may be required to help with project delivery

Communication, Reporting, & Risk

  • Escalate tickets that require Technical Support Engineer support
  • Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
  • Submit Timesheets & Expense reports as indicated on their SOPs
  • Identify, Communicate, and Mitigate potential risks to the Service Manager and Clients

Team Work

  • Follow the schedule provided by the Service Manager or Service Coordinator
  • Follow Standard Operating Procedures (SOPs) for daily/weekly recurring tasks
  • Follow all our Security Procedures and Keep a Vigilant Eye for Security Issues
  • Identify opportunities for improvement and make constructive suggestions for change
  • Contribute to the process of innovative change effectively
  • Undertake other duties as required by the Service Coordinator, Service Manager or CISO

Skills & Attributes


  • A deep desire to deliver an amazing Client Experience
  • A love of (and ability to) Solve Problems & Challenges
  • Great Communications skills, founded in being a good listener
  • An understanding of support tools, techniques, and how technology is used to provide services
  • Strong understanding of operating systems, business applications, printing systems, and network systems
  • Must be able to type quickly and accurately while talking on the phone
  • Knowledge of IT Applications, Software & Hardware
  • Valid Drivers License
  • The ability to speak both Geek and Human
  • The ability to keep up with & adapt to the fast-paced IT world

Nice To Have

  • Experience using a Ticketing system / RMM Tool and PSA software
  • Experience providing support via remote tools
  • Experience handling Technical Service Tickets
  • Experience and knowledge of working with the Microsoft 365 Platform
  • Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
  • Client Experience Certifications such as Helpdesk Habits etc.
  • Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business



Sound like you? Apply Today.