What Jobs are available for IT Support in Tampa?
Showing 181 IT Support jobs in Tampa
Desktop Support Specialist
33603 Tampa, Florida
Cushman & Wakefield
Posted 1 day ago
Job Viewed
Job Description
**Job Title**
Desktop Support Specialist
**Job Description Summary**
POSITION PURPOSE
Resolve incidents escalated from first line of support as well as the internal tech/genius bar and assist end users with technology adoption within an assigned market. Incident resolution must be done in alignment with internal incident, change, configuration, and project management processes while adhering to established Service Level Agreements.
**Job Description**
**Responsible for but not exclusive to the following:**
+ Audio Visual equipment within the office space.
+ Web Conferencing setup and monitoring for VIP executives.
+ PC break fix support for the business within market.
+ Facilitation of onboarding and off-boarding.
+ VoIP (MS Teams) support.
+ Mobile phone/device support (IOS & Android).
+ Training end-users and assisting with deployment of new technology.
+ Manage data closet technology to agreed global standards.
+ Assist remote support staff when additional resources are required.
+ Maintain established service level agreements to meet customer expectations and quality standards.
+ White Glove support for company executives.
+ Provide after hours or weekend support during scheduled maintenance or emergencies.
+ Working with various SMEs, engineering teams, vendors to provide onsite and in the moment, troubleshooting and hands on application of technical procedures.
**ACCOUNTABILITIES**
+ **Daily work routines**
+ Provide break-fix support for local and remote offices.
+ Responsible conference room technology health checks, technical support, and training.
+ Tech/Genius Bar support (when applicable).
+ Perform coverage within an office or regional market.
+ Perform support functions including setup of peripheral equipment, software installations, and configurations, wireless and LAN configurations, and resolve access issues and other incidents as required.
+ Smart Hands support: working with various SMEs, Engineering Teams, Vendors to provide onsite and in the moment, troubleshooting and hands on application of technical procedures.
+ Engage with Project Leads and Engineering Team during scheduled projects including office moves, Infrastructure Refreshes and Software Updates.
+ Providing documented input to keep knowledge-based articles and procedural documentation up to date.
+ Provide proper ticket and incident management.
+ Ensure onboarding, off-boarding, and asset management processes are followed.
+ **Request Management**
+ Provide proper ticket management to ensure requests are updated and resolved in a timely manner.
+ Ensure incident ticket quality standards are met to facilitate escalation to Tier 3 and can be used for queries by end users concerning the status of Incidents, Service Requests, and Changes (RFC).
+ **Incident Management**
+ Provide proper ticket management to ensure incidents are up to date and resolved promptly to meet the defined Service Level Agreements.
+ Provide accurate and clear resolution documentation within the incident ticket.
+ Escalation of incidents to 3rd line support per guidelines established to support Service Level Agreements.
+ Participate in creation and updates of ServiceNow knowledge articles detailing troubleshooting processes and procedures.
+ Responsible for 2nd level point of escalation from Service Desk.
+ Resolve incidents with software applications, network, and hardware and take appropriate actions to resolve issues while ensuring data/system integrity.
+ **Problem Management**
+ Assist with trend and root cause analysis.
+ Proactively identify and communicate problem trends found as part of incident resolution.
+ **Technology Enablement**
+ Complete in-house training on new technologies, services, processes, and policies as they are released.
+ Conduct information sessions aimed to promote end user adoption of technology products and services.
+ Educate end-users on problem resolutions to minimize repeat requests and provide timely follow-up.
+ **Project Work**
+ Participate in or provide feedback to project testing stages.
+ Support projects as required for supported sites.
+ **Change Management**
+ Understand the change management process and follow the process and procedures associated.
+ Attend mandatory change management training sessions.
+ Support and facilitate activities specific to change. Roles could be as a requestor or implementer.
**MINIMUM REQUIREMENTS**
+ Bachelor's degree or equivalent experience; related computing field preferred.
+ 3+ years of technical experience in a corporate environment (multi-state,10,000+ employee base corporate environment is preferred).
+ Knowledge of IT processes, general controls, project management, and system development life cycles.
+ ITIL Foundation certification or knowledge is a plus.
+ Industry-related technical certificates are a plus or any similar combination of education and experience.
+ Excellent Soft Skills including:
+ Customer service, including written and verbal communication.
+ Conflict resolution.
+ Strong analytical and problem-solving skills.
+ Strong interpersonal skills required to interact with end user clients and team members across the organization.
+ Time management skills, to balance and prioritize work.
+ Ability to work independently and as part of a team.
+ Proficient with Windows OS.
+ Proficient with MS Office 365, including MS Teams.
+ Knowledge of enterprise ticketing systems (Service Now, or similar is a plus).
+ Active Directory, Intune and Azure fundamentals.
+ Familiar with remote support tools.
+ Mac experience is a plus.
Cushman & Wakefield also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health, vision, and dental insurance, flexible spending accounts, health savings accounts, retirement savings plans, life, and disability insurance programs, and paid and unpaid time away from work. In addition to a comprehensive benefits package, Cushman and Wakefield provide eligible employees with competitive pay, which may vary depending on eligibility factors such as geographic location, date of hire, total hours worked, job type, business line, and applicability of collective bargaining agreements.
The compensation that will be offered to the successful candidate will depend on factors such as whether the position is covered by a collective bargaining agreement, the geographic area in which the work will be performed, market pay rates in that area, and the candidate's experience and qualifications.
The company will not pay less than minimum wage for this role.
The compensation for the position is: $ 52,275.00 - $61,500.00
Cushman & Wakefield is an Equal Opportunity employer to all protected groups, including protected veterans and individuals with disabilities. Discrimination of any type will not be tolerated.
In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at Cushman & Wakefield, please call the ADA line at ** ** or email ** ** . Please refer to the job title and job location when you contact us.
INCO: "Cushman & Wakefield"
Desktop Support Specialist
**Job Description Summary**
POSITION PURPOSE
Resolve incidents escalated from first line of support as well as the internal tech/genius bar and assist end users with technology adoption within an assigned market. Incident resolution must be done in alignment with internal incident, change, configuration, and project management processes while adhering to established Service Level Agreements.
**Job Description**
**Responsible for but not exclusive to the following:**
+ Audio Visual equipment within the office space.
+ Web Conferencing setup and monitoring for VIP executives.
+ PC break fix support for the business within market.
+ Facilitation of onboarding and off-boarding.
+ VoIP (MS Teams) support.
+ Mobile phone/device support (IOS & Android).
+ Training end-users and assisting with deployment of new technology.
+ Manage data closet technology to agreed global standards.
+ Assist remote support staff when additional resources are required.
+ Maintain established service level agreements to meet customer expectations and quality standards.
+ White Glove support for company executives.
+ Provide after hours or weekend support during scheduled maintenance or emergencies.
+ Working with various SMEs, engineering teams, vendors to provide onsite and in the moment, troubleshooting and hands on application of technical procedures.
**ACCOUNTABILITIES**
+ **Daily work routines**
+ Provide break-fix support for local and remote offices.
+ Responsible conference room technology health checks, technical support, and training.
+ Tech/Genius Bar support (when applicable).
+ Perform coverage within an office or regional market.
+ Perform support functions including setup of peripheral equipment, software installations, and configurations, wireless and LAN configurations, and resolve access issues and other incidents as required.
+ Smart Hands support: working with various SMEs, Engineering Teams, Vendors to provide onsite and in the moment, troubleshooting and hands on application of technical procedures.
+ Engage with Project Leads and Engineering Team during scheduled projects including office moves, Infrastructure Refreshes and Software Updates.
+ Providing documented input to keep knowledge-based articles and procedural documentation up to date.
+ Provide proper ticket and incident management.
+ Ensure onboarding, off-boarding, and asset management processes are followed.
+ **Request Management**
+ Provide proper ticket management to ensure requests are updated and resolved in a timely manner.
+ Ensure incident ticket quality standards are met to facilitate escalation to Tier 3 and can be used for queries by end users concerning the status of Incidents, Service Requests, and Changes (RFC).
+ **Incident Management**
+ Provide proper ticket management to ensure incidents are up to date and resolved promptly to meet the defined Service Level Agreements.
+ Provide accurate and clear resolution documentation within the incident ticket.
+ Escalation of incidents to 3rd line support per guidelines established to support Service Level Agreements.
+ Participate in creation and updates of ServiceNow knowledge articles detailing troubleshooting processes and procedures.
+ Responsible for 2nd level point of escalation from Service Desk.
+ Resolve incidents with software applications, network, and hardware and take appropriate actions to resolve issues while ensuring data/system integrity.
+ **Problem Management**
+ Assist with trend and root cause analysis.
+ Proactively identify and communicate problem trends found as part of incident resolution.
+ **Technology Enablement**
+ Complete in-house training on new technologies, services, processes, and policies as they are released.
+ Conduct information sessions aimed to promote end user adoption of technology products and services.
+ Educate end-users on problem resolutions to minimize repeat requests and provide timely follow-up.
+ **Project Work**
+ Participate in or provide feedback to project testing stages.
+ Support projects as required for supported sites.
+ **Change Management**
+ Understand the change management process and follow the process and procedures associated.
+ Attend mandatory change management training sessions.
+ Support and facilitate activities specific to change. Roles could be as a requestor or implementer.
**MINIMUM REQUIREMENTS**
+ Bachelor's degree or equivalent experience; related computing field preferred.
+ 3+ years of technical experience in a corporate environment (multi-state,10,000+ employee base corporate environment is preferred).
+ Knowledge of IT processes, general controls, project management, and system development life cycles.
+ ITIL Foundation certification or knowledge is a plus.
+ Industry-related technical certificates are a plus or any similar combination of education and experience.
+ Excellent Soft Skills including:
+ Customer service, including written and verbal communication.
+ Conflict resolution.
+ Strong analytical and problem-solving skills.
+ Strong interpersonal skills required to interact with end user clients and team members across the organization.
+ Time management skills, to balance and prioritize work.
+ Ability to work independently and as part of a team.
+ Proficient with Windows OS.
+ Proficient with MS Office 365, including MS Teams.
+ Knowledge of enterprise ticketing systems (Service Now, or similar is a plus).
+ Active Directory, Intune and Azure fundamentals.
+ Familiar with remote support tools.
+ Mac experience is a plus.
Cushman & Wakefield also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health, vision, and dental insurance, flexible spending accounts, health savings accounts, retirement savings plans, life, and disability insurance programs, and paid and unpaid time away from work. In addition to a comprehensive benefits package, Cushman and Wakefield provide eligible employees with competitive pay, which may vary depending on eligibility factors such as geographic location, date of hire, total hours worked, job type, business line, and applicability of collective bargaining agreements.
The compensation that will be offered to the successful candidate will depend on factors such as whether the position is covered by a collective bargaining agreement, the geographic area in which the work will be performed, market pay rates in that area, and the candidate's experience and qualifications.
The company will not pay less than minimum wage for this role.
The compensation for the position is: $ 52,275.00 - $61,500.00
Cushman & Wakefield is an Equal Opportunity employer to all protected groups, including protected veterans and individuals with disabilities. Discrimination of any type will not be tolerated.
In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at Cushman & Wakefield, please call the ADA line at ** ** or email ** ** . Please refer to the job title and job location when you contact us.
INCO: "Cushman & Wakefield"
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0
Desktop Support Engineer
33601 Tampa, Florida
Purple Drive
Posted 8 days ago
Job Viewed
Job Description
Job Summary:
Key Responsibilities:
Required Skills & Qualifications:
Good to Have:
Educational Qualification:
We are seeking an experienced Desktop Support Engineer to provide technical support, maintenance, and troubleshooting for end-user systems, hardware, and software. The ideal candidate will possess strong expertise in Windows and Mac environments , network troubleshooting , and IT service management (ITSM) processes. This role ensures smooth day-to-day IT operations and timely resolution of user issues to maintain business continuity.
Key Responsibilities:
-
Provide L1/L2 support for desktops, laptops, printers, and peripheral devices.
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Troubleshoot and resolve issues related to hardware, operating systems, and applications .
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Install, configure, and maintain Windows, macOS, and Linux-based systems .
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Manage user accounts, permissions, and group policies via Active Directory.
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Support Microsoft 365 , Outlook, Teams, and related productivity tools.
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Diagnose and resolve network connectivity issues (LAN/WAN/Wi-Fi/VPN) .
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Perform software installations, updates, and system patches following IT policies.
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Maintain accurate asset inventory and documentation of incidents and resolutions in ITSM tools (e.g., ServiceNow, Remedy, Jira).
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Ensure compliance with security and data protection policies .
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Collaborate with infrastructure and network teams for escalations and complex issues.
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Assist in new hire onboarding and IT setup (hardware provisioning, access setup, etc.).
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Support remote users using remote desktop tools or VPN solutions.
Required Skills & Qualifications:
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3–6 years of experience in desktop or IT support roles.
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Strong knowledge of Windows 10/11, macOS, and Microsoft Office 365 .
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Experience with Active Directory, DNS, DHCP, Group Policy , and basic networking .
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Familiarity with ITSM tools (ServiceNow, Remedy, or Jira Service Desk).
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Hands-on experience with remote desktop tools (RDP, AnyDesk, TeamViewer, etc.).
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Excellent troubleshooting, problem-solving, and communication skills.
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Ability to work independently and manage multiple support requests efficiently.
Good to Have:
-
CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator certification.
-
Experience with SCCM, Intune, or JAMF for device management.
-
Basic understanding of ITIL processes .
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Exposure to VPN, firewall, and endpoint protection tools.
Educational Qualification:
-
Bachelor's degree or diploma in Information Technology, Computer Science, or related field .
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1
Technical Support Lead
33601 Tampa, Florida
$75000 Annually
WhatJobs
Posted 6 days ago
Job Viewed
Job Description
Our client, a rapidly expanding technology firm, is seeking an experienced Technical Support Lead to manage and enhance their customer service and helpdesk operations in Tampa, Florida . This role is crucial for ensuring timely and effective resolution of technical issues for our diverse client base. You will lead a team of dedicated support specialists, providing guidance, training, and performance management. Key responsibilities include developing and refining support processes, managing ticket queues, escalating complex issues, and maintaining comprehensive knowledge base articles. The ideal candidate will possess a strong technical aptitude, a deep understanding of IT systems and troubleshooting, and excellent customer service skills. You should be proficient in managing helpdesk software, analyzing support metrics, and identifying trends to proactively improve service delivery. Experience with ITIL best practices and a passion for creating exceptional customer experiences are highly valued. A Bachelor's degree in Computer Science, Information Technology, or a related field, coupled with a minimum of 5 years of experience in technical support or helpdesk environments, including at least 2 years in a team lead or supervisory role, is required. Certifications such as CompTIA A+, Network+, or ITIL Foundation are a plus. This hybrid role requires presence in our Tampa, Florida office for team collaboration and strategic planning, while offering flexibility for remote work.
Responsibilities:
Responsibilities:
- Lead and mentor a team of technical support specialists.
- Manage incoming support requests and ensure timely resolution.
- Develop and implement efficient support processes and workflows.
- Maintain and update the company's knowledge base.
- Analyze support data to identify trends and areas for improvement.
- Provide Tier 2/3 technical support for complex issues.
- Collaborate with engineering teams to resolve product defects.
- Ensure high levels of customer satisfaction.
- Bachelor's degree in IT, Computer Science, or a related field.
- 5+ years of experience in technical support or helpdesk roles.
- 2+ years of experience in a lead or supervisory capacity.
- Strong troubleshooting skills across various hardware and software platforms.
- Proficiency with helpdesk ticketing systems (e.g., Zendesk, ServiceNow).
- Excellent communication and customer service skills.
- ITIL Foundation certification is a plus.
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2
Technical Support Specialist
33602 Tampa, Florida
$55000 Annually
WhatJobs
Posted 11 days ago
Job Viewed
Job Description
A dynamic and customer-focused organization is seeking a proficient Technical Support Specialist to join their established team in Tampa, Florida, US . This role is integral to providing exceptional assistance to clients, resolving technical issues, and ensuring a seamless user experience with our software products. You will be responsible for responding to customer inquiries via phone, email, and chat, diagnosing and troubleshooting software and hardware problems, escalating complex issues to appropriate teams, and documenting solutions. A strong understanding of operating systems, networking concepts, and common software applications is required. Experience with helpdesk ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools is essential. You will also be involved in creating and updating knowledge base articles, FAQs, and user guides to empower customers and reduce support volume. The ideal candidate will possess excellent problem-solving skills, patience, and a genuine desire to help customers. Strong communication and interpersonal skills are vital for effectively interacting with users of varying technical abilities. This position offers a hybrid work model, providing a balance between in-office collaboration in Tampa, Florida, US and the flexibility of remote work. A Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience, is preferred. Relevant certifications such as CompTIA A+ or Network+ are a plus. You should be adept at multitasking, managing your time effectively, and working under pressure in a fast-paced environment. If you are a dedicated problem-solver with a passion for customer satisfaction and technology, this role in Tampa, Florida, US presents a great opportunity for career growth.
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3
Technical Support Lead
33605 Tampa, Florida
$75000 Annually
WhatJobs
Posted 18 days ago
Job Viewed
Job Description
Our client is seeking a motivated and experienced Technical Support Lead to manage and enhance their customer support operations in Tampa, Florida, US . This role is critical to ensuring high levels of customer satisfaction by leading a team of support specialists in resolving complex technical issues. The Lead will be responsible for overseeing daily support activities, developing and implementing support strategies, and improving response and resolution times. You will act as a primary escalation point for challenging customer queries, providing expert guidance and solutions. This position involves managing team performance, conducting training sessions, and creating knowledge base articles to empower both the support team and end-users. A deep understanding of IT systems, software troubleshooting, and excellent communication skills are paramount. The ideal candidate will have a proven track record in leading technical support teams, preferably within a fast-paced technology environment. You will also be involved in identifying trends in support requests, providing feedback to product development teams, and contributing to the continuous improvement of support processes and tools. This role requires a proactive approach to problem-solving and a commitment to delivering exceptional service.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Lead and manage a team of technical support specialists.
- Oversee daily operations of the customer support function.
- Serve as a high-level escalation point for complex technical issues.
- Develop and implement efficient support processes and workflows.
- Conduct training for support staff and create knowledge base content.
- Monitor team performance metrics and provide regular feedback.
- Analyze support ticket trends to identify product or service issues.
- Collaborate with engineering and product teams to resolve bugs and enhance user experience.
- Ensure customer satisfaction and build strong customer relationships.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- At least 5 years of experience in technical support, with 2+ years in a leadership role.
- Proven ability to manage and motivate a support team.
- Strong understanding of troubleshooting methodologies and IT infrastructure.
- Excellent communication, interpersonal, and problem-solving skills.
- Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to prioritize and manage multiple tasks effectively.
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4
Senior Technical Support Engineer
33602 Tampa, Florida
$85000 Annually
WhatJobs
Posted 4 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and dedicated Senior Technical Support Engineer to join their fully remote customer service and helpdesk team. This role is vital in ensuring our clients receive exceptional technical assistance and timely resolution of complex issues. The ideal candidate will possess a deep understanding of IT systems, excellent troubleshooting abilities, and a passion for providing outstanding customer service. You will be the primary point of contact for advanced technical inquiries, guiding users through intricate problems and ensuring their satisfaction. This remote-first position requires a proactive problem-solver who can manage their workload independently and communicate effectively through various virtual channels.
Key responsibilities include diagnosing and resolving complex technical issues across a wide range of hardware, software, and network systems. You will provide Tier 2 and Tier 3 support, escalating issues to development or engineering teams when necessary, and meticulously documenting solutions. This role involves creating and maintaining technical documentation, knowledge base articles, and user guides to empower both customers and internal support staff. You will collaborate with other departments to identify recurring issues and contribute to product improvement initiatives. The ability to manage multiple support tickets simultaneously, prioritize effectively, and meet service level agreements (SLAs) is critical. Strong communication skills are essential for interacting with customers from diverse technical backgrounds, explaining complex solutions in a clear and understandable manner. You will also be responsible for training and mentoring junior support staff, sharing your expertise and best practices. This is an excellent opportunity to leverage your technical acumen and customer service skills in a flexible, fully remote work environment.
To excel in this role, candidates should have an Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience. A minimum of 5-7 years of experience in technical support, helpdesk operations, or a similar IT support role is required. Proven experience with troubleshooting operating systems (Windows, macOS, Linux), network protocols, and common software applications is essential. Familiarity with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools is a must. Strong analytical and problem-solving skills, coupled with excellent customer service and interpersonal skills, are critical. The ability to work independently, manage time effectively, and maintain a positive attitude in a fast-paced, remote setting is paramount. If you are a seasoned technical support professional seeking a challenging and rewarding fully remote opportunity, we encourage you to apply.
Key responsibilities include diagnosing and resolving complex technical issues across a wide range of hardware, software, and network systems. You will provide Tier 2 and Tier 3 support, escalating issues to development or engineering teams when necessary, and meticulously documenting solutions. This role involves creating and maintaining technical documentation, knowledge base articles, and user guides to empower both customers and internal support staff. You will collaborate with other departments to identify recurring issues and contribute to product improvement initiatives. The ability to manage multiple support tickets simultaneously, prioritize effectively, and meet service level agreements (SLAs) is critical. Strong communication skills are essential for interacting with customers from diverse technical backgrounds, explaining complex solutions in a clear and understandable manner. You will also be responsible for training and mentoring junior support staff, sharing your expertise and best practices. This is an excellent opportunity to leverage your technical acumen and customer service skills in a flexible, fully remote work environment.
To excel in this role, candidates should have an Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience. A minimum of 5-7 years of experience in technical support, helpdesk operations, or a similar IT support role is required. Proven experience with troubleshooting operating systems (Windows, macOS, Linux), network protocols, and common software applications is essential. Familiarity with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools is a must. Strong analytical and problem-solving skills, coupled with excellent customer service and interpersonal skills, are critical. The ability to work independently, manage time effectively, and maintain a positive attitude in a fast-paced, remote setting is paramount. If you are a seasoned technical support professional seeking a challenging and rewarding fully remote opportunity, we encourage you to apply.
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5
Lead Technical Support Engineer
33602 Tampa, Florida
$85000 Annually
WhatJobs
Posted 6 days ago
Job Viewed
Job Description
Our client, a rapidly growing technology firm, is seeking a highly experienced Lead Technical Support Engineer to join their collaborative team in Tampa, Florida . This hybrid role is perfect for an individual passionate about resolving complex technical issues and providing exceptional customer service. You will be responsible for leading a team of support specialists, managing escalated issues, and contributing to the development of support resources and knowledge bases. The ideal candidate possesses strong analytical skills, deep technical knowledge across various platforms, and excellent communication abilities.
Key Responsibilities:
Key Responsibilities:
- Lead and mentor a team of technical support engineers, ensuring high levels of performance and customer satisfaction.
- Manage and resolve escalated technical support issues from clients across various platforms and software applications.
- Develop and maintain comprehensive troubleshooting guides, FAQs, and knowledge base articles to empower users and support staff.
- Analyze support trends and customer feedback to identify recurring issues and areas for product improvement.
- Collaborate with engineering and product teams to relay customer feedback and advocate for necessary enhancements.
- Ensure timely and effective resolution of customer inquiries via phone, email, and chat.
- Develop and deliver training sessions for support staff on new products, features, and troubleshooting techniques.
- Monitor support queues and allocate resources effectively to meet service level agreements (SLAs).
- Contribute to the continuous improvement of support processes and tools.
- 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 related IT role, with at least 2 years in a lead or supervisory capacity.
- Proven expertise in troubleshooting operating systems (Windows, macOS, Linux), network connectivity, and common software applications.
- Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Strong understanding of cloud computing concepts and technologies.
- Excellent diagnostic and problem-solving skills.
- Exceptional communication and interpersonal skills, with a customer-centric approach.
- Ability to manage multiple priorities in a fast-paced environment.
- Experience with scripting languages (e.g., PowerShell, Python) is a plus.
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6
Senior Technical Support Engineer
33602 Tampa, Florida
$90000 Annually
WhatJobs
Posted 15 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and motivated Senior Technical Support Engineer to join their growing customer service team. This hybrid role will involve a combination of remote work and in-office presence at our Tampa, Florida, US location, offering a flexible and collaborative work environment. You will be responsible for providing advanced technical assistance to customers, troubleshooting complex software and hardware issues, and contributing to the development of support resources. The ideal candidate possesses strong analytical skills, excellent problem-solving abilities, and a passion for delivering exceptional customer experiences.
Responsibilities:
Qualifications:
Responsibilities:
- Provide Tier 2 and Tier 3 technical support for enterprise software solutions, addressing complex customer inquiries and issues via phone, email, and chat.
- Diagnose, troubleshoot, and resolve hardware, software, and network-related problems reported by customers.
- Escalate unresolved issues to appropriate development or engineering teams, acting as a liaison to ensure timely resolution.
- Document technical solutions, troubleshooting steps, and product information in a comprehensive knowledge base.
- Develop and deliver training materials and documentation for customers and internal support staff.
- Proactively identify potential issues and recommend improvements to product stability and usability.
- Collaborate with product management and engineering teams to provide feedback on product performance and customer needs.
- Manage and prioritize a queue of incoming support tickets, ensuring all issues are addressed within defined service level agreements (SLAs).
- Contribute to the continuous improvement of support processes and tools.
- Mentor junior support engineers and share technical expertise.
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 IT role.
- Proven expertise in troubleshooting complex software applications, operating systems (Windows, macOS, Linux), and network protocols (TCP/IP, DNS, DHCP).
- Strong understanding of cloud computing environments (AWS, Azure, GCP) is a plus.
- Excellent diagnostic and problem-solving skills with a methodical approach.
- Exceptional communication, interpersonal, and customer service skills.
- Ability to explain technical concepts clearly to both technical and non-technical audiences.
- Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote access tools.
- Ability to work independently and collaboratively in a hybrid work model.
- Proven ability to manage multiple priorities and work under pressure.
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7
Senior Technical Support Specialist
33601 Tampa, Florida
$65000 Annually
WhatJobs
Posted 18 days ago
Job Viewed
Job Description
Our client is a rapidly growing technology firm seeking a dedicated and experienced Senior Technical Support Specialist to join their on-site support team. This role is essential for providing advanced technical assistance and problem resolution to a diverse customer base. You will be responsible for troubleshooting complex hardware and software issues, guiding users through intricate technical procedures, and escalating critical problems to appropriate engineering teams. The ideal candidate possesses exceptional diagnostic skills, a patient demeanor, and a commitment to delivering outstanding customer service.
Responsibilities:
Responsibilities:
- Provide Tier 2 and Tier 3 technical support for a range of software and hardware products.
- Diagnose, troubleshoot, and resolve complex technical issues reported by customers via phone, email, and chat.
- Document all support interactions, solutions, and knowledge base articles accurately and comprehensively.
- Escalate unresolved issues to senior engineers or development teams with detailed problem descriptions.
- Assist in the development and maintenance of support documentation, FAQs, and user guides.
- Train and mentor junior technical support staff.
- Identify recurring technical issues and propose solutions to improve product stability and user experience.
- Collaborate with product management and engineering teams to provide feedback on product performance and user needs.
- Ensure customer satisfaction by providing timely, efficient, and professional support.
- Maintain an in-depth understanding of the company's product suite and relevant technologies.
- Participate in on-call rotation as needed to provide 24/7 support coverage.
- Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
- Minimum of 5 years of experience in a technical support or helpdesk role, with a focus on complex issue resolution.
- Proficiency in troubleshooting operating systems (Windows, macOS, Linux) and common applications.
- Strong understanding of networking concepts (TCP/IP, DNS, DHCP) and hardware troubleshooting.
- Experience with CRM software and ticketing systems (e.g., Salesforce Service Cloud, Zendesk).
- Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
- Strong analytical and problem-solving abilities.
- Ability to work effectively under pressure and manage multiple priorities.
- Customer-centric mindset with a passion for helping others.
- Demonstrated ability to work collaboratively within a team environment.
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8
Senior Technical Support Engineer
33601 Tampa, Florida
$75000 Annually
WhatJobs
Posted 19 days ago
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Job Description
Our client is seeking a highly skilled Senior Technical Support Engineer to provide exceptional assistance to their valued customers in Tampa, Florida, US . This is a critical role focused on resolving complex technical issues, ensuring customer satisfaction, and contributing to the continuous improvement of our products and services. You will be the primary point of contact for advanced technical inquiries, troubleshooting intricate software and hardware problems, and guiding users through effective solutions. Your responsibilities will include diagnosing and analyzing technical issues reported by customers, documenting troubleshooting steps, and escalating unresolved problems to higher-level support or engineering teams when necessary. Developing and maintaining comprehensive technical documentation, knowledge base articles, and user guides will be essential to empower customers and internal teams. You will also play a key role in identifying recurring issues and providing feedback to product development teams to drive product enhancements and prevent future problems. Providing training and mentorship to junior support staff is expected, sharing your expertise and best practices. A strong understanding of our product suite, underlying technologies, and common industry practices is crucial. The ideal candidate will possess outstanding problem-solving abilities, excellent communication skills, and a customer-centric approach. You must be able to work effectively under pressure and manage multiple priorities simultaneously. A Bachelor's degree in Computer Science, Information Technology, or a related field, combined with a minimum of 5 years of experience in technical support, helpdesk operations, or a similar role, is required. Proficiency in troubleshooting operating systems (Windows, macOS, Linux), network protocols, and common software applications is essential. Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools is also necessary. Responsibilities include:
- Providing advanced technical support to customers via phone, email, and chat.
- Diagnosing and resolving complex hardware and software issues.
- Documenting technical problems and their resolutions.
- Creating and maintaining knowledge base articles and user guides.
- Collaborating with engineering teams to address product bugs and improvements.
- Mentoring and training junior support technicians.
- Ensuring high levels of customer satisfaction.
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