What Jobs are available for IT Support Specialists in Raleigh?
Showing 203 IT Support Specialists jobs in Raleigh
Technical Support Lead
27601 Raleigh, North Carolina
$75000 Annually
WhatJobs Direct
Posted today
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Job Description
Our client, a fast-paced technology firm, is seeking a dedicated Technical Support Lead to manage their customer service operations in **Raleigh, North Carolina, US**. This role is integral to ensuring exceptional customer satisfaction by providing timely and effective technical assistance. The Technical Support Lead will be responsible for overseeing a team of support specialists, managing daily operations, and ensuring adherence to service level agreements (SLAs). Key duties include troubleshooting complex technical issues, developing and implementing support processes, and creating comprehensive knowledge base articles and training materials. You will serve as a point of escalation for challenging customer inquiries and work collaboratively with engineering and product teams to resolve bugs and identify product improvements. The ideal candidate will possess strong leadership qualities, excellent problem-solving abilities, and a deep understanding of IT systems and applications. Proficiency in diagnosing and resolving hardware, software, and network issues is crucial. A strong commitment to customer service excellence and the ability to motivate and guide a support team are paramount. Responsibilities also include performance monitoring, reporting on key support metrics, and identifying areas for operational improvement. We are looking for an individual with exceptional communication skills, both written and verbal, and the ability to explain technical concepts clearly to users of varying technical backgrounds. The successful candidate will have a Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience, with at least 4 years of experience in technical support, including 1-2 years in a lead or supervisory role. Experience with CRM software and ticketing systems is required. Join our innovative team and play a vital role in maintaining our high standards of customer support and product reliability.
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0
Senior Technical Support Specialist
27601 Raleigh, North Carolina
$65000 Annually
WhatJobs
Posted 9 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and dedicated Senior Technical Support Specialist to join their esteemed customer service team. This hybrid role is crucial for providing advanced technical assistance and ensuring optimal system performance for a diverse user base. You will be the primary point of contact for complex technical issues, offering timely and effective solutions to maintain high levels of customer satisfaction. This position requires a strong analytical mindset, exceptional problem-solving abilities, and excellent communication skills, enabling you to articulate technical concepts clearly to both technical and non-technical users. The successful candidate will contribute to improving support processes and documentation.
Responsibilities include diagnosing and resolving hardware, software, and network issues; providing in-depth technical support via phone, email, and remote sessions; managing and prioritizing support tickets; and escalating unresolved issues to appropriate departments with detailed documentation. You will also be responsible for creating and maintaining a comprehensive knowledge base of common issues and their resolutions, and training junior support staff. This role involves regular collaboration with IT, development, and product teams to identify root causes of recurring problems and implement long-term solutions. You will participate in the evaluation and implementation of new support tools and technologies to enhance efficiency and user experience. This position is integral to upholding the quality and reliability of our client's services within Raleigh, North Carolina, US .
Qualifications include an Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience. A minimum of 4-6 years of experience in a technical support or helpdesk role is required, with a proven ability to handle advanced troubleshooting. Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are highly desirable. Strong knowledge of operating systems (Windows, macOS, Linux), network protocols, and common software applications is essential. Experience with CRM systems and ticketing software (e.g., Zendesk, ServiceNow) is required. The ability to work independently, manage multiple priorities, and thrive in a fast-paced environment is key. Excellent customer service skills and a commitment to providing outstanding support are paramount for this role in Raleigh, North Carolina, US .
Responsibilities include diagnosing and resolving hardware, software, and network issues; providing in-depth technical support via phone, email, and remote sessions; managing and prioritizing support tickets; and escalating unresolved issues to appropriate departments with detailed documentation. You will also be responsible for creating and maintaining a comprehensive knowledge base of common issues and their resolutions, and training junior support staff. This role involves regular collaboration with IT, development, and product teams to identify root causes of recurring problems and implement long-term solutions. You will participate in the evaluation and implementation of new support tools and technologies to enhance efficiency and user experience. This position is integral to upholding the quality and reliability of our client's services within Raleigh, North Carolina, US .
Qualifications include an Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience. A minimum of 4-6 years of experience in a technical support or helpdesk role is required, with a proven ability to handle advanced troubleshooting. Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are highly desirable. Strong knowledge of operating systems (Windows, macOS, Linux), network protocols, and common software applications is essential. Experience with CRM systems and ticketing software (e.g., Zendesk, ServiceNow) is required. The ability to work independently, manage multiple priorities, and thrive in a fast-paced environment is key. Excellent customer service skills and a commitment to providing outstanding support are paramount for this role in Raleigh, North Carolina, US .
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1
Remote Technical Support Lead
27601 Raleigh, North Carolina
$85000 Annually
WhatJobs
Posted 10 days ago
Job Viewed
Job Description
Our client is a fast-growing SaaS company seeking a highly skilled and motivated Remote Technical Support Lead to manage their global support operations. This is a permanent, fully remote position, allowing you to lead and empower a distributed team of support specialists from anywhere in the US. You will be responsible for ensuring exceptional customer service, resolving complex technical issues, and contributing to the continuous improvement of support processes and tools. The ideal candidate will possess strong leadership capabilities, deep technical knowledge, and a passion for customer advocacy.
Responsibilities:
Responsibilities:
- Lead, manage, and mentor a team of remote technical support engineers, fostering a high-performance and customer-centric culture.
- Oversee the daily operations of the technical support function, ensuring timely and effective resolution of customer inquiries and issues across various channels (phone, email, chat, ticketing system).
- Develop and implement support strategies, policies, and procedures to enhance customer satisfaction and efficiency.
- Serve as an escalation point for complex technical problems, providing expert troubleshooting and guidance.
- Analyze support metrics and trends to identify areas for improvement and implement corrective actions.
- Collaborate with product development, QA, and engineering teams to identify root causes of recurring issues and drive product enhancements.
- Create and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides for internal and external use.
- Train and onboard new support team members, ensuring they have the necessary skills and knowledge.
- Manage vendor relationships related to support tools and services.
- Contribute to strategic planning for the support organization and advocate for customer needs within the company.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
- 5+ years of experience in technical support or a customer service role, with at least 2 years in a leadership or supervisory capacity.
- Proven experience managing and motivating remote teams.
- In-depth knowledge of common operating systems (Windows, macOS, Linux), networking concepts, and troubleshooting methodologies.
- Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud, Jira Service Management).
- Strong understanding of SaaS products and support best practices.
- Excellent analytical, problem-solving, and critical thinking skills.
- Exceptional communication (written and verbal), interpersonal, and customer service skills.
- Ability to effectively prioritize and manage multiple tasks in a fast-paced, remote environment.
- Experience developing training materials and conducting technical training sessions.
- Demonstrated ability to translate technical information into clear, concise explanations for non-technical users.
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2
Senior Technical Support Engineer
27501 Raleigh, North Carolina
$90000 Annually
WhatJobs
Posted 10 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and motivated Senior Technical Support Engineer to join our dynamic, fully remote team. This role is critical in providing advanced technical assistance and resolving complex issues for our valued customers. You will be a key player in ensuring customer satisfaction by delivering timely, accurate, and effective support. The ideal candidate possesses a deep understanding of technology, excellent diagnostic skills, and a passion for helping others succeed.
Responsibilities:
Qualifications:
Responsibilities:
- Provide expert-level technical support to customers via phone, email, and chat.
- Diagnose, troubleshoot, and resolve complex hardware, software, and network issues.
- Escalate unresolved issues to appropriate internal teams (e.g., Engineering, Product Development) with detailed documentation.
- Develop and maintain a comprehensive knowledge base of technical solutions and troubleshooting guides.
- Identify trends in customer issues and provide feedback to product and engineering teams for improvement.
- Conduct remote training sessions for customers on product usage and best practices.
- Participate in on-call rotation to provide 24/7 support as needed.
- Document all support interactions, resolutions, and customer feedback accurately in the CRM system.
- Mentor junior support staff and contribute to their professional development.
- Proactively monitor system performance and identify potential issues before they impact customers.
- Contribute to the continuous improvement of support processes and tools.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 5 years of experience in technical support or a similar customer-facing technical role.
- In-depth knowledge of operating systems (Windows, macOS, Linux), networking protocols, and common software applications.
- Experience with scripting languages (e.g., Python, Bash) is a plus.
- Proven ability to troubleshoot complex technical problems efficiently and effectively.
- Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
- Strong analytical and problem-solving skills.
- Ability to work independently and manage time effectively in a remote work environment.
- Experience with ticketing systems (e.g., Zendesk, ServiceNow) and CRM software.
- A commitment to providing exceptional customer service.
- This is a fully remote position, serving clients nationally and supporting our operations in Raleigh, North Carolina, US .
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3
Remote Technical Support Engineer
27601 Raleigh, North Carolina
$75000 Annually
WhatJobs
Posted 10 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and customer-focused Remote Technical Support Engineer to join their dedicated support team. This position is crucial for providing exceptional technical assistance to users, resolving complex issues, and ensuring customer satisfaction. As a fully remote role, you will be instrumental in diagnosing and troubleshooting software and hardware problems, guiding users through solutions, and escalating issues when necessary. The ideal candidate is a patient communicator with a strong technical aptitude and a passion for problem-solving.
Key Responsibilities:
Key Responsibilities:
- Provide remote technical support to customers via phone, email, and chat.
- Diagnose and troubleshoot software, hardware, and network issues.
- Guide users through step-by-step solutions for technical problems.
- Escalate unresolved issues to senior support staff or development teams.
- Document all support interactions, solutions, and resolutions accurately in the ticketing system.
- Maintain a high level of customer satisfaction by providing timely and effective support.
- Develop and maintain technical knowledge base articles and FAQs.
- Identify recurring technical issues and provide feedback for product improvement.
- Stay up-to-date with product updates and new technologies.
- Participate in team meetings and contribute to knowledge sharing.
- Ensure adherence to service level agreements (SLAs).
- Troubleshoot issues with various operating systems and applications.
- Provide training or guidance to end-users on product functionality.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
- Minimum of 3 years of experience in technical support or a helpdesk role.
- Strong understanding of operating systems (Windows, macOS, Linux) and common software applications.
- Experience with network troubleshooting and common network protocols.
- Proficiency with remote support tools and ticketing systems (e.g., Zendesk, ServiceNow).
- Excellent problem-solving, analytical, and critical thinking skills.
- Exceptional verbal and written communication skills, with the ability to explain technical concepts clearly.
- Patience, empathy, and a strong customer service orientation.
- Ability to work independently in a remote environment and manage time effectively.
- Relevant certifications (e.g., CompTIA A+, Network+) are a plus.
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4
Senior Technical Support Engineer
27601 Raleigh, North Carolina
$95000 Annually
WhatJobs
Posted 10 days ago
Job Viewed
Job Description
Our client is seeking an experienced and dedicated Senior Technical Support Engineer to join their fully remote, global customer support team. In this critical role, you will be the primary point of contact for complex technical issues, providing expert-level assistance to our diverse customer base. You will diagnose, troubleshoot, and resolve sophisticated hardware and software problems, ensuring minimal disruption to client operations. This position demands profound technical acumen, exceptional problem-solving abilities, and outstanding communication skills to effectively guide customers through challenging technical landscapes. You will also play a key role in documenting solutions, contributing to knowledge base articles, and training junior support staff. This is an exceptional opportunity to leverage your expertise in a remote-first environment and make a significant impact on customer satisfaction.
Responsibilities:
Responsibilities:
- Provide advanced technical support to customers via phone, email, and chat, resolving complex hardware, software, and network issues.
- Diagnose and troubleshoot product defects, escalating to engineering teams when necessary, and tracking resolution progress.
- Develop and maintain comprehensive technical documentation, including FAQs, troubleshooting guides, and knowledge base articles.
- Lead technical training sessions for customer support representatives and clients.
- Identify recurring technical issues and collaborate with product development teams to implement long-term solutions.
- Manage and prioritize a high volume of support requests, ensuring timely and effective resolutions.
- Act as a technical resource for the entire customer support organization.
- Contribute to the continuous improvement of support processes and customer experience.
- Analyze support metrics and provide feedback on product performance and customer needs.
- Ensure a high level of customer satisfaction through proactive communication and effective problem resolution.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- 5+ years of experience in technical support, helpdesk, or a related IT role, with a proven track record of handling complex technical issues.
- In-depth knowledge of operating systems (Windows, macOS, Linux), networking protocols, and common software applications.
- Experience with specific relevant technologies (e.g., cloud platforms, databases, scripting languages).
- Excellent analytical and troubleshooting skills, with a systematic approach to problem-solving.
- Superb communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
- Ability to work independently and manage time effectively in a remote setting.
- Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Relevant technical certifications (e.g., CompTIA A+, Network+, CCNA) are a plus.
- A customer-centric mindset with a passion for delivering exceptional support.
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5
Senior Technical Support Engineer
27601 Raleigh, North Carolina
$95000 Annually
WhatJobs
Posted 12 days ago
Job Viewed
Job Description
Our client, a rapidly growing SaaS provider, is seeking an experienced Senior Technical Support Engineer to join their customer success team. This fully remote role is based in **Raleigh, North Carolina, US**, offering the flexibility to work from anywhere within the US. You will be the primary point of contact for complex technical issues, providing in-depth troubleshooting, and ensuring customer satisfaction with our client's innovative software solutions. This position demands exceptional problem-solving skills, a deep understanding of software systems, and outstanding communication abilities.
Responsibilities:
Responsibilities:
- Provide expert-level technical support to customers via phone, email, and chat, resolving complex software issues efficiently and effectively.
- Diagnose and troubleshoot software bugs, performance issues, and integration challenges, escalating critical issues to engineering teams when necessary.
- Develop and maintain comprehensive technical documentation, including knowledge base articles, FAQs, and troubleshooting guides.
- Collaborate with product management and engineering teams to identify recurring issues and contribute to product improvements.
- Proactively monitor customer environments and identify potential issues before they impact service.
- Guide customers through complex configurations, integrations, and best practices for using the software.
- Train and mentor junior support engineers, sharing technical expertise and best practices.
- Participate in on-call rotations to provide 24/7 support coverage as needed.
- Analyze support trends and provide feedback to management on areas for service improvement.
- Ensure adherence to service level agreements (SLAs) and maintain high levels of customer satisfaction.
- Contribute to the development and improvement of support tools and processes.
- Bachelor's degree in Computer Science, Information Technology, or a related field; equivalent practical experience considered.
- Minimum of 5 years of experience in technical support, helpdesk operations, or a related IT role, with a focus on complex software solutions.
- Proven expertise in troubleshooting and diagnosing issues related to cloud-based applications, APIs, and integrations.
- Strong understanding of operating systems (Windows, Linux), networking concepts (TCP/IP, DNS, HTTP), and database technologies (SQL).
- Excellent analytical and problem-solving skills, with a methodical approach to issue resolution.
- Exceptional written and verbal communication skills, with the ability to explain technical concepts clearly to both technical and non-technical users.
- Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
- Ability to work independently, manage time effectively, and prioritize tasks in a fast-paced remote environment.
- Customer-centric mindset with a commitment to delivering outstanding service.
- Experience supporting enterprise-level software or SaaS products is highly desirable.
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6
Senior Technical Support Engineer
27601 Raleigh, North Carolina
$95000 Annually
WhatJobs
Posted 12 days ago
Job Viewed
Job Description
Our client, a leading innovator in enterprise software solutions, is seeking a Senior Technical Support Engineer to join our growing team in Raleigh, North Carolina, US . This role is crucial for providing exceptional technical assistance to our diverse customer base, resolving complex issues, and contributing to the overall customer satisfaction and success. You will act as a primary point of escalation for challenging technical problems, working closely with engineering and product teams to ensure swift and effective resolutions. This position offers a blend of on-site collaboration and remote flexibility.
Responsibilities:
Qualifications:
Responsibilities:
- Provide advanced technical support and troubleshooting for our enterprise software products via phone, email, and remote sessions.
- Diagnose, troubleshoot, and resolve complex technical issues related to software installation, configuration, performance, and integration.
- Serve as a subject matter expert (SME) for specific product modules and technologies.
- Document technical issues, solutions, and workarounds in our knowledge base system.
- Escalate critical issues to engineering and development teams, providing detailed diagnostic information and reproduction steps.
- Assist in the development of technical documentation, user guides, and training materials.
- Identify recurring issues and provide feedback to product management and engineering for product improvements.
- Mentor and guide junior support engineers, sharing knowledge and best practices.
- Participate in on-call rotation to provide 24/7 support as needed.
- Contribute to customer success by ensuring timely and effective resolution of all technical challenges.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.
- 5+ years of experience in technical support, systems administration, or a similar role, preferably with enterprise-level software.
- Strong understanding of operating systems (Windows, Linux), networking concepts (TCP/IP, DNS, HTTP), and database technologies (SQL).
- Proven ability to diagnose and resolve complex software and hardware issues.
- Excellent troubleshooting, analytical, and problem-solving skills.
- Exceptional communication and interpersonal skills, with the ability to explain technical concepts to both technical and non-technical users.
- Experience with scripting languages (e.g., Python, Bash) is a strong plus.
- Familiarity with ITIL best practices is advantageous.
- Ability to manage multiple priorities and work effectively in a fast-paced environment.
- Previous experience in a customer-facing technical role is essential.
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7
Lead Technical Support Specialist
27513 Raleigh, North Carolina
$70000 Annually
WhatJobs
Posted 13 days ago
Job Viewed
Job Description
Our client is looking for a highly skilled Lead Technical Support Specialist to join our dynamic team in Raleigh, North Carolina, US . This role is perfect for an experienced professional who excels at resolving complex technical issues and enjoys mentoring junior team members. You will be the primary point of contact for escalated customer inquiries, providing expert-level support across a range of hardware, software, and network-related problems. This position involves diagnosing, troubleshooting, and documenting technical issues, as well as developing and maintaining knowledge base articles and support documentation. As a lead, you will also be responsible for training new support staff, contributing to the improvement of support processes, and identifying trends in customer issues to drive product enhancements. You will collaborate closely with engineering and product development teams to relay customer feedback and assist in the resolution of bugs and feature requests. The ideal candidate has a strong technical aptitude, excellent communication skills, and a passion for customer satisfaction. A blend of technical expertise and the ability to explain complex solutions clearly to users of all technical levels is essential. This role offers a hybrid work model, allowing for a balance between in-office collaboration and remote flexibility.
Responsibilities:
Qualifications:
Responsibilities:
- Provide advanced technical support for enterprise software and hardware issues.
- Troubleshoot and resolve complex user problems via phone, email, and chat.
- Mentor and guide junior technical support staff.
- Develop and update technical documentation and knowledge base articles.
- Analyze support tickets to identify recurring issues and trends.
- Collaborate with cross-functional teams to resolve escalated issues.
- Contribute to the continuous improvement of customer support processes and tools.
- Maintain high levels of customer satisfaction through efficient and effective support.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- 5+ years of experience in technical support or a similar role.
- Proven ability to diagnose and resolve complex technical issues.
- Strong understanding of operating systems, networking protocols, and common software applications.
- Excellent problem-solving and analytical skills.
- Exceptional verbal and written communication skills.
- Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Previous experience in a lead or senior support role is highly preferred.
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8
Lead Technical Support Engineer
27601 Raleigh, North Carolina
$80000 Annually
WhatJobs
Posted 26 days ago
Job Viewed
Job Description
Our client, a rapidly growing technology company, is seeking a highly skilled and experienced Lead Technical Support Engineer to join their dedicated team in Raleigh, North Carolina, US . This role is crucial for ensuring exceptional technical assistance and problem resolution for our client's sophisticated software products. The Lead Technical Support Engineer will manage a team of support engineers, providing guidance, training, and performance management. You will be responsible for handling escalated technical issues, conducting in-depth troubleshooting, and identifying root causes of complex problems. A deep understanding of our software architecture, common technical challenges, and effective troubleshooting methodologies is essential. Responsibilities include developing and maintaining comprehensive knowledge base articles, creating support documentation, and contributing to product improvement feedback based on customer issues. You will work closely with development and quality assurance teams to advocate for customer needs and ensure timely resolution of bugs and product enhancements. The ideal candidate is a proactive problem-solver with excellent diagnostic and analytical skills. Strong leadership abilities, effective communication, and a passion for customer satisfaction are paramount. You will play a key role in maintaining high levels of customer loyalty and ensuring a seamless user experience. This position offers the opportunity to shape the technical support function, mentor a talented team, and make a significant impact on customer success. Experience in managing support queues, setting service level agreements (SLAs), and implementing continuous improvement initiatives within a technical support environment is highly desirable.
Qualifications:
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
- Minimum of 6 years of experience in technical support or helpdesk roles, with at least 2 years in a lead or supervisory capacity.
- Proven expertise in troubleshooting complex software applications and hardware issues.
- Strong understanding of operating systems (Windows, macOS, Linux), networking concepts, and database technologies.
- Excellent diagnostic, analytical, and problem-solving skills.
- Demonstrated leadership and team management abilities.
- Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly to both technical and non-technical users.
- Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
- Ability to prioritize and manage multiple high-priority issues simultaneously.
- Customer-centric mindset with a commitment to delivering outstanding service.
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