What Jobs are available for IT Specialists in Oklahoma City?
Showing 112 IT Specialists jobs in Oklahoma City
Technical Support Eng
73163 Oklahoma City, Oklahoma
Canon USA & Affiliates
Posted 8 days ago
Job Viewed
Job Description
**Technical Support Eng - req1561**
**OVERVIEW**
Provide modality-specific technical service support within a prescribed region to Field Service Engineers (FSE) and Technical Support Specialists (TSS) for resolution of complex customer situations. Recommendations and actions should be focused to drive the region to technical self reliance.
May be required to rotate through the Remote Service Center and providing modality-specific technical support to CMSU external customers as well as internal customers (Applications). Utilizes product expertise to diagnose/resolve customer issues on first contact to minimize system downtime and maximize FSE dispatch avoidance.
Credentialing requirements, including Covid vaccinations, are a condition of employment for this position. CMSU is an Equal Opportunity Employer and reasonable accommodations will be considered.
**RESPONSIBILITIES**
+ Provide on-site and phone support to FSE and TSS to address installation, application and technical issues.
+ Provide second-level support in escalated issues. Escalate issues to National Technical Support (NTS) per protocol.
+ Participate in Technical Operations modality conference calls and ensure that region FSEs are fully informed of the latest information and developments.
+ Regularly review all Field Service Memos and other technical documentation posted on the Service Information System (SIS) and ensure region FSEs fully understand their content.
+ Participate in the installation of new products within the region.
+ Support the Beta testing of Field Maintenance Instructions (FMIs) occurring within the zone. Monitor the status and facilitate the completion of all FMIs within the region.
+ Work with NTS to ensure all Veterans Administration sites are ready for inspection; support each inspection on-site.
+ Monitor sites experiencing abnormally high numbers of service calls and conduct site audits, as appropriate, to uncover underlying causes.
+ Conduct on-the-job-training within the region to help develop a team of senior region modality FSEs to assist other FSEs when the region specialist is unavailable. Mentor FSEs who have failed or struggled in a class at the Training Academy.
+ Define FSE training needs and recommend actions to zone management. Provide supplemental technical training and local seminars related to installation, troubleshooting skills and new product introductions.
+ Review and evaluate systems in terms of image quality and system performance. Implement and monitor field service enhancements and programs (re: InnerVision).
+ Gather input for defining product issues and document concerns. Consult with zone management team in escalating product issues to NTS.
+ Provide timely and accurate technical documentation on assigned projects. Distribute appropriate technical information to the front-line staff. Network with other zones to share technical information.
+ Support zone service marketing efforts.
+ Works directly with eligible external customers in remotely troubleshooting, and when possible, resolving product problems via phone.
+ Collaborates with the Clinical Support Team at the CMSU Solutions Center to analyze and identify solutions to customer issues using product knowledge and remote tools.
+ Escalates technical issues and inquiries, as needed.
+ Provides remote technical support and recommendations on products within a specific imaging modality to internal customers using product knowledge and field experience.
+ Monitors and analyzes service alerts from customer scanners and resolves or escalates as appropriate
+ Contributes to and generates knowledge articles per P&P.
**QUALIFICATIONS**
+ Demonstrated applications knowledge with proven ability to resolve issues caused by basic technologist errors.
+ Proven ability in developing and maintaining effective internal and external working relationships.
+ Must maintain active motor vehicle/driver's license from the state where the employee resides.
+ 4 Year / Bachelor's Degree or BSEE degree or equivalent work experience in lieu of degree
+ 5 years required servicing one or more of the following modalities: Ultrasound, CT, MR, Nuclear, and/or X-Ray/Vascular. In-depth knowledge of two or more products within a specific modality. Prior field Technical Support experience.
+ 7 years preferred servicing one or more of the following modalities: Ultrasound, CT, MR, Nuclear, and/or X-Ray/Vascular. In-depth knowledge of two or more products within a specific modality. Prior field Technical Support experience.
+ Canon Medical Systems in PET CT skills required.
+ Pay Information: Min of $96,000 to Max $155,200 (annual equivalency). DOE.
#LI-RS1
#LI-Remote
**_About us!_**
_Canon Medical Systems USA, Inc., a world leader in diagnostic imaging, is in search of qualified candidates to fill our open positions. Canon Medical Systems offers a competitive salary and benefits package, we support a diverse workplace and are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, sexual orientation, gender identity, religion, national origin, protected veteran status, or on the basis of disability. We invite you to join and become part of our Canon family._
**OVERVIEW**
Provide modality-specific technical service support within a prescribed region to Field Service Engineers (FSE) and Technical Support Specialists (TSS) for resolution of complex customer situations. Recommendations and actions should be focused to drive the region to technical self reliance.
May be required to rotate through the Remote Service Center and providing modality-specific technical support to CMSU external customers as well as internal customers (Applications). Utilizes product expertise to diagnose/resolve customer issues on first contact to minimize system downtime and maximize FSE dispatch avoidance.
Credentialing requirements, including Covid vaccinations, are a condition of employment for this position. CMSU is an Equal Opportunity Employer and reasonable accommodations will be considered.
**RESPONSIBILITIES**
+ Provide on-site and phone support to FSE and TSS to address installation, application and technical issues.
+ Provide second-level support in escalated issues. Escalate issues to National Technical Support (NTS) per protocol.
+ Participate in Technical Operations modality conference calls and ensure that region FSEs are fully informed of the latest information and developments.
+ Regularly review all Field Service Memos and other technical documentation posted on the Service Information System (SIS) and ensure region FSEs fully understand their content.
+ Participate in the installation of new products within the region.
+ Support the Beta testing of Field Maintenance Instructions (FMIs) occurring within the zone. Monitor the status and facilitate the completion of all FMIs within the region.
+ Work with NTS to ensure all Veterans Administration sites are ready for inspection; support each inspection on-site.
+ Monitor sites experiencing abnormally high numbers of service calls and conduct site audits, as appropriate, to uncover underlying causes.
+ Conduct on-the-job-training within the region to help develop a team of senior region modality FSEs to assist other FSEs when the region specialist is unavailable. Mentor FSEs who have failed or struggled in a class at the Training Academy.
+ Define FSE training needs and recommend actions to zone management. Provide supplemental technical training and local seminars related to installation, troubleshooting skills and new product introductions.
+ Review and evaluate systems in terms of image quality and system performance. Implement and monitor field service enhancements and programs (re: InnerVision).
+ Gather input for defining product issues and document concerns. Consult with zone management team in escalating product issues to NTS.
+ Provide timely and accurate technical documentation on assigned projects. Distribute appropriate technical information to the front-line staff. Network with other zones to share technical information.
+ Support zone service marketing efforts.
+ Works directly with eligible external customers in remotely troubleshooting, and when possible, resolving product problems via phone.
+ Collaborates with the Clinical Support Team at the CMSU Solutions Center to analyze and identify solutions to customer issues using product knowledge and remote tools.
+ Escalates technical issues and inquiries, as needed.
+ Provides remote technical support and recommendations on products within a specific imaging modality to internal customers using product knowledge and field experience.
+ Monitors and analyzes service alerts from customer scanners and resolves or escalates as appropriate
+ Contributes to and generates knowledge articles per P&P.
**QUALIFICATIONS**
+ Demonstrated applications knowledge with proven ability to resolve issues caused by basic technologist errors.
+ Proven ability in developing and maintaining effective internal and external working relationships.
+ Must maintain active motor vehicle/driver's license from the state where the employee resides.
+ 4 Year / Bachelor's Degree or BSEE degree or equivalent work experience in lieu of degree
+ 5 years required servicing one or more of the following modalities: Ultrasound, CT, MR, Nuclear, and/or X-Ray/Vascular. In-depth knowledge of two or more products within a specific modality. Prior field Technical Support experience.
+ 7 years preferred servicing one or more of the following modalities: Ultrasound, CT, MR, Nuclear, and/or X-Ray/Vascular. In-depth knowledge of two or more products within a specific modality. Prior field Technical Support experience.
+ Canon Medical Systems in PET CT skills required.
+ Pay Information: Min of $96,000 to Max $155,200 (annual equivalency). DOE.
#LI-RS1
#LI-Remote
**_About us!_**
_Canon Medical Systems USA, Inc., a world leader in diagnostic imaging, is in search of qualified candidates to fill our open positions. Canon Medical Systems offers a competitive salary and benefits package, we support a diverse workplace and are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, sexual orientation, gender identity, religion, national origin, protected veteran status, or on the basis of disability. We invite you to join and become part of our Canon family._
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0
Technical Support Lead
73101 Oklahoma City, Oklahoma
$65000 Annually
WhatJobs Direct
Posted today
Job Viewed
Job Description
Our client, a growing technology company, is seeking a highly skilled and experienced Technical Support Lead to manage their customer support operations. This hybrid role, based in Oklahoma City, Oklahoma, US , will be instrumental in ensuring exceptional customer service and efficient resolution of technical issues. You will be responsible for leading a team of support technicians, developing support processes, and serving as a point of escalation for complex problems. The ideal candidate possesses a strong technical background, excellent leadership qualities, and a deep understanding of customer service principles. You will work closely with product development and engineering teams to identify root causes of issues and drive product improvements. Key responsibilities include training and mentoring support staff, monitoring service level agreements (SLAs), and implementing strategies to enhance customer satisfaction. Proficiency in helpdesk software, ticketing systems, and various operating systems and software applications is essential. This role requires strong analytical and problem-solving skills, with the ability to communicate technical information clearly to both technical and non-technical audiences. We are looking for an individual who can foster a collaborative and high-performance team environment, dedicated to providing outstanding support. This is a vital role in ensuring customer loyalty and contributing to the company's reputation for excellent service. You will have the opportunity to shape the future of our customer support function.
Responsibilities:
Responsibilities:
- Lead, mentor, and manage a team of technical support specialists.
- Develop and implement efficient customer support processes and workflows.
- Serve as the primary point of escalation for complex technical issues.
- Monitor and ensure adherence to service level agreements (SLAs).
- Analyze support tickets and customer feedback to identify trends and areas for improvement.
- Collaborate with product and engineering teams to resolve technical issues and drive product enhancements.
- Train support staff on product knowledge, troubleshooting techniques, and customer service best practices.
- Develop and maintain knowledge base articles and support documentation.
- Implement strategies to improve first-contact resolution rates and overall customer satisfaction.
- Manage and optimize helpdesk software and ticketing systems.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 4 years of experience in technical support, with at least 2 years in a leadership or supervisory role.
- Proven experience in managing and developing a technical support team.
- Strong knowledge of troubleshooting methodologies for software and hardware issues.
- Proficiency with helpdesk ticketing systems (e.g., Zendesk, ServiceNow) and CRM software.
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to effectively manage priorities and work in a fast-paced environment.
- Experience working in a hybrid team environment.
- Customer-centric mindset and a passion for delivering exceptional service.
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1
Technical Support Lead
73102 Oklahoma City, Oklahoma
$78000 Annually
WhatJobs Direct
Posted 2 days ago
Job Viewed
Job Description
Our client, a rapidly expanding technology firm, is seeking a highly experienced and results-oriented Technical Support Lead to manage their customer service and helpdesk operations. This on-site role is crucial for ensuring exceptional technical assistance to our diverse client base. The ideal candidate will have a proven track record in leading support teams, resolving complex technical issues, and implementing efficient customer service strategies. You will be responsible for overseeing daily support activities, mentoring support staff, and acting as a point of escalation for challenging technical problems. Your commitment to customer satisfaction and your ability to foster a positive support environment will be key to this role's success.
Key Responsibilities:
This role requires excellent leadership, communication, and problem-solving skills. The ability to work under pressure, manage multiple priorities, and maintain a high level of customer focus is essential. Our client offers a supportive work environment and opportunities for career advancement within their growing organization. This position is located in Oklahoma City, Oklahoma, US .
Key Responsibilities:
- Lead and manage a team of technical support specialists, providing guidance, training, and performance evaluations.
- Oversee the day-to-day operations of the helpdesk, ensuring timely and effective resolution of customer inquiries and technical issues.
- Develop and implement support policies, procedures, and best practices to enhance customer satisfaction and service efficiency.
- Act as a primary point of escalation for complex technical problems, troubleshooting and resolving issues that cannot be handled by the support team.
- Monitor support metrics and key performance indicators (KPIs), identifying trends and implementing strategies for improvement.
- Collaborate with engineering and product teams to identify recurring issues and provide feedback for product enhancements.
- Ensure comprehensive documentation of technical issues, solutions, and knowledge base articles.
- Manage support ticket queues and ensure adherence to service level agreements (SLAs).
- Train new support staff on product knowledge, support tools, and customer service protocols.
- Contribute to the continuous improvement of the support function through innovation and process optimization.
This role requires excellent leadership, communication, and problem-solving skills. The ability to work under pressure, manage multiple priorities, and maintain a high level of customer focus is essential. Our client offers a supportive work environment and opportunities for career advancement within their growing organization. This position is located in Oklahoma City, Oklahoma, US .
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2
Technical Support Specialist
73120 Oklahoma City, Oklahoma
$22 Hourly
WhatJobs
Posted 12 days ago
Job Viewed
Job Description
Our client is seeking a motivated and customer-focused Technical Support Specialist to join their growing IT department. In this role, you will be the first line of support for employees experiencing technical issues with hardware, software, and network connectivity. You will diagnose and resolve a wide range of problems, providing clear and concise instructions to end-users. This is a hybrid position, requiring a balance of in-office presence for collaborative tasks and equipment handling, and remote work flexibility. Responsibilities include responding to support tickets, troubleshooting user accounts, installing and configuring software, performing hardware diagnostics and repairs, and escalating complex issues to senior IT staff. You will also contribute to maintaining IT documentation and knowledge bases. The ideal candidate possesses strong analytical and problem-solving skills, excellent communication abilities, and a patient, service-oriented attitude. Familiarity with IT ticketing systems and common operating systems (Windows, macOS) is essential. We are looking for an individual eager to learn and grow within a supportive IT team.
Responsibilities:
Qualifications:
Responsibilities:
- Respond to, document, and resolve user-reported technical issues via ticketing system, phone, and email.
- Troubleshoot and diagnose hardware, software, and network problems for end-users.
- Install, configure, and upgrade operating systems and application software.
- Assist with user account management, including creation, modification, and deletion.
- Perform hardware diagnostics and basic repairs on computers, printers, and other peripherals.
- Escalate complex or unresolved issues to senior IT support staff.
- Provide technical guidance and training to end-users.
- Maintain and update IT knowledge base articles and documentation.
- Contribute to the maintenance and organization of IT inventory.
- Ensure adherence to IT security policies and procedures.
Qualifications:
- Associate's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
- 1-2 years of experience in a technical support or helpdesk role.
- Proficiency in Windows and macOS operating systems.
- Familiarity with common office productivity software (e.g., Microsoft Office Suite, Google Workspace).
- Experience with IT ticketing systems (e.g., Jira Service Desk, Zendesk).
- Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
- Strong analytical and problem-solving skills.
- Excellent verbal and written communication skills.
- Patient and customer-centric approach to support.
- Ability to work effectively both independently and as part of a hybrid team.
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3
Technical Support Specialist
73119 Oklahoma City, Oklahoma
$50000 Annually
WhatJobs
Posted 14 days ago
Job Viewed
Job Description
Our client is looking for a skilled and customer-focused Technical Support Specialist to be based in **Oklahoma City, Oklahoma, US**. This role is crucial for ensuring our users receive timely and effective technical assistance. You will be the first point of contact for customers experiencing issues with our products and services, providing solutions and technical guidance. The ideal candidate possesses strong problem-solving abilities, excellent communication skills, and a patient demeanor.
Responsibilities:
Responsibilities:
- Respond to customer inquiries and issues via phone, email, and chat in a timely and professional manner.
- Diagnose and troubleshoot hardware, software, and network problems.
- Guide users through step-by-step solutions to technical challenges.
- Escalate complex issues to higher-level support teams when necessary.
- Document all customer interactions, issues, and resolutions in the ticketing system.
- Maintain a high level of customer satisfaction by providing efficient and effective support.
- Create and update knowledge base articles and FAQs to help users resolve common issues.
- Provide feedback to product development teams on recurring issues and potential improvements.
- Assist in the installation and configuration of software and hardware.
- Stay current with product updates and technical advancements.
- High school diploma or equivalent; Associate's or Bachelor's degree in IT or a related field preferred.
- Proven experience in a technical support or helpdesk role.
- Strong knowledge of computer hardware, operating systems (Windows, macOS), and common software applications.
- Familiarity with networking concepts and troubleshooting.
- Excellent problem-solving and analytical skills.
- Exceptional customer service and communication skills, both written and verbal.
- Patience and a positive attitude when dealing with frustrated users.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Experience with remote support tools is a plus.
- Certifications such as CompTIA A+ or similar are advantageous.
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4
Senior Technical Support Engineer
73101 Oklahoma City, Oklahoma
$85000 Annually
WhatJobs
Posted 4 days ago
Job Viewed
Job Description
Our client, a rapidly growing technology solutions provider, is seeking a highly skilled and dedicated Senior Technical Support Engineer to join their elite customer support team in Oklahoma City, Oklahoma, US . This role is critical in providing advanced technical assistance to clients, resolving complex issues, and ensuring seamless operation of our client's cutting-edge software and hardware products. The ideal candidate will possess deep technical expertise, exceptional problem-solving abilities, and a strong commitment to customer satisfaction.
As a Senior Technical Support Engineer, you will be responsible for diagnosing and troubleshooting intricate technical problems reported by customers, often involving complex system configurations or software integrations. You will provide timely and effective solutions through various channels, including phone, email, and remote access. Escalating critical issues to development or engineering teams when necessary, and meticulously documenting solutions and troubleshooting steps will be key responsibilities. You will also play a crucial role in developing and updating technical documentation, knowledge base articles, and training materials for both customers and junior support staff. Proactively identifying trends in customer issues and providing feedback to product development teams to improve product quality and user experience is also expected.
The successful candidate will have a Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical field, or equivalent practical experience. A minimum of 5-7 years of experience in a technical support role, preferably in a senior capacity or with a focus on complex enterprise solutions, is required. Proven expertise in diagnosing and resolving software and hardware issues across various operating systems and network environments is essential. Strong knowledge of scripting languages (e.g., Python, Bash), database management, and cloud technologies is highly desirable. Excellent analytical, debugging, and troubleshooting skills, coupled with outstanding communication and interpersonal abilities, are a must. This is an excellent opportunity for a technically adept professional to advance their career in a dynamic and supportive environment, making a tangible impact on client success.
As a Senior Technical Support Engineer, you will be responsible for diagnosing and troubleshooting intricate technical problems reported by customers, often involving complex system configurations or software integrations. You will provide timely and effective solutions through various channels, including phone, email, and remote access. Escalating critical issues to development or engineering teams when necessary, and meticulously documenting solutions and troubleshooting steps will be key responsibilities. You will also play a crucial role in developing and updating technical documentation, knowledge base articles, and training materials for both customers and junior support staff. Proactively identifying trends in customer issues and providing feedback to product development teams to improve product quality and user experience is also expected.
The successful candidate will have a Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical field, or equivalent practical experience. A minimum of 5-7 years of experience in a technical support role, preferably in a senior capacity or with a focus on complex enterprise solutions, is required. Proven expertise in diagnosing and resolving software and hardware issues across various operating systems and network environments is essential. Strong knowledge of scripting languages (e.g., Python, Bash), database management, and cloud technologies is highly desirable. Excellent analytical, debugging, and troubleshooting skills, coupled with outstanding communication and interpersonal abilities, are a must. This is an excellent opportunity for a technically adept professional to advance their career in a dynamic and supportive environment, making a tangible impact on client success.
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5
Remote Technical Support Engineer
73101 Oklahoma City, Oklahoma
$70000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client is actively seeking a highly skilled and customer-focused Remote Technical Support Engineer to join their growing support team. This fully remote position is crucial for providing expert technical assistance to our diverse client base, ensuring swift resolution of issues and maintaining high levels of customer satisfaction. The ideal candidate will possess strong troubleshooting skills across a range of hardware, software, and network environments. You will be responsible for responding to customer inquiries via phone, email, and chat, diagnosing technical problems, and implementing effective solutions. This role requires the ability to guide users through step-by-step solutions in a clear and understandable manner, often involving complex technical concepts. Maintaining detailed records of customer interactions, issues, and resolutions within our CRM system is essential. You will also contribute to the development and maintenance of our knowledge base, creating helpful articles and guides for both customers and internal support staff. Proactive identification of recurring issues and collaboration with engineering teams to address root causes will be a significant part of your contribution. This position demands excellent communication skills, patience, and a genuine passion for helping others solve their technical challenges. The ability to work independently, manage your time effectively, and maintain a high level of productivity in a remote setting is paramount. We are looking for a motivated individual who thrives in a fast-paced environment and is committed to delivering exceptional support experiences.
Responsibilities:
Responsibilities:
- Provide first-line technical support and troubleshooting for hardware, software, and network issues.
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Diagnose and resolve technical problems, escalating complex issues to appropriate teams when necessary.
- Guide users through problem-solving processes and provide clear instructions.
- Document all customer interactions, issues, and resolutions accurately.
- Contribute to the creation and maintenance of the support knowledge base.
- Identify trends in customer issues and provide feedback for product improvement.
- Ensure customer satisfaction through effective and empathetic support.
- Adhere to all company policies and procedures.
- Proven experience in a technical support or helpdesk role.
- Strong understanding of operating systems (Windows, macOS, Linux), common applications, and network protocols.
- Excellent troubleshooting and problem-solving abilities.
- Exceptional customer service and communication skills, both written and verbal.
- Familiarity with CRM and ticketing systems.
- Ability to work independently and manage time effectively in a remote environment.
- Relevant certifications (e.g., CompTIA A+, Network+) are a plus.
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6
Senior Technical Support Engineer
73101 Oklahoma City, Oklahoma
$85000 Annually
WhatJobs
Posted 9 days ago
Job Viewed
Job Description
Our client is looking for a dedicated and highly skilled Senior Technical Support Engineer to join their established support team in **Oklahoma City, Oklahoma, US**. This is an on-site position, offering the opportunity to work collaboratively within a dynamic technical environment. The Senior Technical Support Engineer will be responsible for providing advanced technical assistance to customers, troubleshooting complex software and hardware issues, and ensuring customer satisfaction. You will serve as a point of escalation for Tier 1 and Tier 2 support issues, diagnosing and resolving problems related to our client's proprietary software and integrated systems. This role requires a deep understanding of networking principles, operating systems (Windows, macOS, Linux), database management, and cloud technologies. You will document technical issues, resolutions, and create knowledge base articles to empower both customers and internal support teams. Collaboration with product development and engineering teams to identify and report software defects, as well as provide feedback for product improvements, will be a key aspect of the role. The ability to communicate technical information clearly and effectively to both technical and non-technical audiences is essential. A Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience, is required. A minimum of 5 years of experience in technical support, helpdesk, or a similar role, with a focus on advanced troubleshooting, is mandatory. Strong analytical and problem-solving skills, coupled with a customer-centric approach, are critical. Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools is expected. Certifications such as CompTIA A+, Network+, or Microsoft certifications are a plus. Responsibilities include:
- Providing advanced technical support to customers via phone, email, and in-person.
- Troubleshooting and resolving complex hardware, software, and network issues.
- Serving as an escalation point for junior support staff.
- Diagnosing and documenting software defects for the engineering team.
- Creating and maintaining technical documentation and knowledge base articles.
- Ensuring timely and effective resolution of customer support tickets.
- Identifying trends in support requests and recommending proactive solutions.
- Collaborating with cross-functional teams to improve product and service quality.
- Educating customers on product features and best practices.
- Maintaining high levels of customer satisfaction through excellent service.
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7
Senior Technical Support Engineer
73151 Oklahoma City, Oklahoma
$75000 Annually
WhatJobs
Posted 20 days ago
Job Viewed
Job Description
Our client is a rapidly growing software company seeking an accomplished Senior Technical Support Engineer to join our dedicated support team in Oklahoma City, Oklahoma, US . This is a critical on-site role responsible for providing expert-level technical assistance to our diverse customer base, resolving complex software and hardware issues with efficiency and professionalism. The Senior Technical Support Engineer will be a primary point of contact for escalated customer inquiries, utilizing advanced troubleshooting techniques and in-depth product knowledge to deliver timely and effective solutions. You will be involved in diagnosing, documenting, and resolving technical problems, including analyzing log files, replicating issues, and coordinating with development and QA teams for bug fixes and feature enhancements. This role requires a strong analytical mindset, excellent problem-solving abilities, and a passion for customer satisfaction. You will also contribute to building and maintaining our knowledge base, creating comprehensive documentation, and developing training materials for both customers and junior support staff. We are looking for an individual who can independently manage their workload, communicate technical information clearly to both technical and non-technical audiences, and uphold our company's commitment to exceptional service. The ideal candidate will thrive in a collaborative team environment and be eager to contribute to the continuous improvement of our support processes and product quality.
Responsibilities:
Responsibilities:
- Provide advanced technical support and troubleshooting for complex software and hardware issues.
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Diagnose, document, and resolve customer-reported issues, escalating when necessary.
- Replicate customer issues in a test environment to identify root causes.
- Collaborate with engineering and product teams to resolve bugs and suggest product improvements.
- Develop and maintain technical documentation, FAQs, and knowledge base articles.
- Train and mentor junior technical support staff.
- Contribute to the improvement of support processes and tools.
- Manage assigned cases effectively and ensure customer satisfaction.
- Participate in on-call rotations as needed.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- 5+ years of experience in a technical support or helpdesk role, with a focus on software troubleshooting.
- Proficiency in operating systems (Windows, macOS, Linux), networking concepts, and common software applications.
- Experience with SQL and database management is highly desirable.
- Familiarity with scripting languages (e.g., Python, Bash) is a plus.
- Excellent analytical and problem-solving skills.
- Strong communication and interpersonal skills, with the ability to explain technical concepts clearly.
- Customer-focused attitude with a passion for resolving issues.
- Ability to work independently and manage multiple priorities.
- Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
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8
Senior Technical Support Specialist
73101 Oklahoma City, Oklahoma
$60000 Annually
WhatJobs
Posted 25 days ago
Job Viewed
Job Description
Our client is seeking a seasoned Senior Technical Support Specialist to join their dedicated remote team. This role is ideal for an experienced professional who excels at troubleshooting complex technical issues and providing exceptional customer service. You will be responsible for diagnosing and resolving hardware, software, and network problems for a diverse user base, primarily supporting internal systems and external clients. The Senior Technical Support Specialist will act as a point of escalation for challenging technical inquiries, guiding junior support staff and contributing to the knowledge base. This position requires a deep understanding of operating systems (Windows, macOS, Linux), networking protocols, and common business applications. You will engage with users via phone, email, and chat, providing clear, concise, and timely solutions. A key aspect of this role involves documenting issues, solutions, and user feedback to improve overall support processes and product offerings. The successful candidate will demonstrate strong problem-solving skills, patience, and a customer-centric approach. This is a fantastic opportunity to leverage your technical expertise in a fully remote environment, contributing to the smooth operation of our client's technology infrastructure and ensuring high levels of user satisfaction.
Responsibilities:
Responsibilities:
- Provide advanced technical support for hardware, software, and network issues.
- Diagnose and resolve complex technical problems, escalating when necessary.
- Guide and mentor junior technical support staff.
- Create and maintain comprehensive documentation for troubleshooting and solutions.
- Respond to user inquiries via phone, email, and chat in a timely manner.
- Identify trends in support issues and recommend proactive solutions.
- Assist with the deployment and configuration of new hardware and software.
- Contribute to the development of support policies and procedures.
- Ensure high levels of customer satisfaction through effective support.
- Manage and prioritize support tickets to meet service level agreements (SLAs).
- Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
- 5+ years of experience in technical support or helpdesk roles.
- Expertise in troubleshooting Windows, macOS, and common software applications.
- Strong understanding of networking concepts (TCP/IP, DNS, DHCP).
- Excellent communication and interpersonal skills, essential for remote interaction.
- Ability to explain technical concepts to non-technical users.
- Experience with remote support tools.
- Customer-focused attitude and problem-solving abilities.
- Relevant certifications (e.g., CompTIA A+, Network+) are a plus.
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9