25 Senior Helpdesk Technician jobs in Columbus
PC Technical Support
43201 Columbus, Ohio
TEKsystems
Posted 11 days ago
Job Viewed
Job Description
Description
Looking for PC Tech to work in manufacturing environment in downtown Columbus.
+ Setup, configure, install and maintain end users' desktop computers and peripherals, both on production line and in offices
+ Provide technical support for production and office personnel on computers, phones, and printers
+ Implement and maintain network servers, including active directory accounts
+ Break/fix support for network, server, and end user devices
+ Provide support for industrial printers
+ Manage and track hardware inventory and e-waste
+ Windows 10 support
+ Mobile RF device and workstation PC support
+ Perform other duties as required and assigned
Physical Requirements:
- Work involves operation of personal computer equipment.
- Duties may also involve occasional stooping, crawling and lifting of up to 50 lbs. in order to install or check the installation of network devices and cabling.
- Must be able to climb ladder to reset wireless access points
- Climb Man ladders that are up to 20-25 feet (built-in ladders some with a cage and some without to get to cat walks and mezzanines where you have to duck under wires and a/c systems - while carrying hardware that needs to be replaced.
Pay and Benefits
The pay range for this position is $20.00 - $24.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
- Medical, dental & vision - Critical Illness, Accident, and Hospital - 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available - Life Insurance (Voluntary Life & AD&D for the employee and dependents) - Short and long-term disability - Health Spending Account (HSA) - Transportation benefits - Employee Assistance Program - Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully onsite position in Columbus,OH.
Application Deadline
This position is anticipated to close on Oct 22, 2025.
h4>About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
About TEKsystems and TEKsystems Global Services
We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
Looking for PC Tech to work in manufacturing environment in downtown Columbus.
+ Setup, configure, install and maintain end users' desktop computers and peripherals, both on production line and in offices
+ Provide technical support for production and office personnel on computers, phones, and printers
+ Implement and maintain network servers, including active directory accounts
+ Break/fix support for network, server, and end user devices
+ Provide support for industrial printers
+ Manage and track hardware inventory and e-waste
+ Windows 10 support
+ Mobile RF device and workstation PC support
+ Perform other duties as required and assigned
Physical Requirements:
- Work involves operation of personal computer equipment.
- Duties may also involve occasional stooping, crawling and lifting of up to 50 lbs. in order to install or check the installation of network devices and cabling.
- Must be able to climb ladder to reset wireless access points
- Climb Man ladders that are up to 20-25 feet (built-in ladders some with a cage and some without to get to cat walks and mezzanines where you have to duck under wires and a/c systems - while carrying hardware that needs to be replaced.
Pay and Benefits
The pay range for this position is $20.00 - $24.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
- Medical, dental & vision - Critical Illness, Accident, and Hospital - 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available - Life Insurance (Voluntary Life & AD&D for the employee and dependents) - Short and long-term disability - Health Spending Account (HSA) - Transportation benefits - Employee Assistance Program - Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully onsite position in Columbus,OH.
Application Deadline
This position is anticipated to close on Oct 22, 2025.
h4>About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
About TEKsystems and TEKsystems Global Services
We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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0
Lead Technical Support Specialist
43215 Columbus, Ohio
$60000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client, a dynamic technology firm, is seeking a motivated and experienced Lead Technical Support Specialist to manage and enhance their customer support operations. This role is based in our **Columbus, Ohio, US** office, offering a collaborative and engaging work environment. You will be responsible for leading a team of technical support agents, ensuring exceptional customer service, and resolving complex technical issues. The ideal candidate will possess a strong understanding of IT systems, troubleshooting methodologies, and possess excellent communication and leadership skills.
Responsibilities:
Responsibilities:
- Lead, train, and mentor a team of technical support representatives, fostering a customer-centric culture.
- Oversee the daily operations of the technical support department, ensuring efficient ticket resolution and service level agreements (SLAs) are met.
- Handle escalated customer issues, providing advanced troubleshooting and problem-solving for software and hardware related problems.
- Develop and maintain comprehensive knowledge base articles and troubleshooting guides for both internal staff and external customers.
- Analyze support trends and data to identify recurring issues and recommend product or service improvements.
- Implement and improve support processes and workflows to enhance efficiency and customer satisfaction.
- Collaborate with engineering and product development teams to relay customer feedback and advocate for feature enhancements.
- Monitor system performance and proactively address potential technical issues.
- Ensure adherence to company policies and procedures by the support team.
- Prepare regular reports on team performance, customer satisfaction metrics, and key support activities.
- Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
- Minimum of 4 years of experience in technical support, with at least 1 year in a lead or supervisory role.
- Strong understanding of operating systems (Windows, macOS), networking concepts, and common software applications.
- Proven ability to troubleshoot complex technical problems effectively and efficiently.
- Excellent customer service, communication, and interpersonal skills.
- Experience with helpdesk ticketing systems (e.g., Zendesk, ServiceNow).
- Ability to manage and motivate a team in a fast-paced environment.
- Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are a plus.
- Demonstrated problem-solving skills and a proactive approach to identifying and resolving issues.
Apply Now
1
Remote Technical Support Specialist
43004 Columbus, Ohio
$55000 Annually
WhatJobs
Posted 3 days ago
Job Viewed
Job Description
Our client, a rapidly growing technology firm, is seeking a dedicated and technically proficient Remote Technical Support Specialist to join their expanding support team. This is a fully remote position, offering the flexibility to work from anywhere within the US. You will be the primary point of contact for customers experiencing technical difficulties with our innovative software solutions. Your mission will be to provide timely, accurate, and empathetic technical assistance, ensuring a positive customer experience. Responsibilities include troubleshooting software and hardware issues, diagnosing and resolving technical problems via phone, email, and chat, documenting customer interactions and resolutions in our CRM system, escalating complex issues to senior support staff or engineering teams when necessary, and providing feedback to product development based on customer interactions. The ideal candidate will have a strong understanding of computer systems, operating systems (Windows, macOS), and common software applications. Excellent communication skills, both written and verbal, are paramount, as you will be explaining technical concepts to users of varying technical expertise. A patient and customer-centric approach is essential. Previous experience in a technical support role, helpdesk environment, or IT support is highly desirable. Familiarity with ticketing systems and remote support tools is also beneficial. This role requires strong analytical and problem-solving skills, the ability to multitask, and a proactive attitude towards resolving issues. You should be comfortable working independently and managing your workload effectively in a remote setting. We are looking for individuals who are passionate about technology, enjoy helping others, and are committed to delivering exceptional service. This position offers a competitive salary, comprehensive benefits, and the opportunity to grow your career in a supportive and forward-thinking company.
Apply Now
2
Senior Technical Support Specialist
43201 Columbus, Ohio
$65000 Annually
WhatJobs
Posted 9 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and experienced Senior Technical Support Specialist to join their Customer Service & Helpdesk team. In this role, you will be the primary point of contact for complex technical issues, providing prompt and effective solutions to our valued customers. You will diagnose and resolve hardware, software, and network problems, escalate unresolved issues to appropriate teams, and document troubleshooting steps. A key aspect of this position involves training and mentoring junior support staff, contributing to the overall efficiency and knowledge base of the support department. The ideal candidate possesses excellent communication skills, a patient demeanor, and a deep understanding of various technological systems.
Responsibilities:
Qualifications:
This position requires your physical presence in our office located in Columbus, Ohio, US .
Responsibilities:
- Provide advanced technical support to customers via phone, email, and chat, addressing complex hardware, software, and network-related issues.
- Diagnose and troubleshoot technical problems, identify root causes, and implement effective solutions.
- Escalate critical or unresolved issues to Tier 2/3 support or engineering teams, ensuring thorough documentation and follow-up.
- Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
- Train and mentor junior technical support representatives, sharing best practices and technical expertise.
- Monitor support queues and ensure timely resolution of customer inquiries, meeting or exceeding service level agreements (SLAs).
- Identify recurring issues and provide feedback to product development and quality assurance teams for product improvement.
- Contribute to the continuous improvement of support processes and procedures.
- Maintain a high level of customer satisfaction through professional and empathetic service.
Qualifications:
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
- Minimum of 5 years of experience in a technical support or helpdesk role, with at least 2 years in a senior capacity.
- Proven expertise in troubleshooting operating systems (Windows, macOS, Linux), common software applications, and network connectivity issues.
- Experience with remote support tools and ticketing systems (e.g., Zendesk, ServiceNow).
- Strong understanding of IT hardware, networking protocols (TCP/IP, DNS, DHCP), and common business applications.
- Excellent problem-solving, analytical, and diagnostic skills.
- Outstanding communication, interpersonal, and customer service skills.
- Ability to work effectively under pressure and manage multiple priorities.
This position requires your physical presence in our office located in Columbus, Ohio, US .
Apply Now
3
Senior Technical Support Engineer
43210 Columbus, Ohio
$85000 Annually
WhatJobs
Posted 10 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and customer-focused Senior Technical Support Engineer to join their expanding support team in Columbus, Ohio, US . This role is critical in providing advanced technical assistance to our client's diverse customer base, resolving complex issues, and contributing to the continuous improvement of support processes and product knowledge. The ideal candidate will possess deep technical expertise, exceptional problem-solving abilities, and a strong commitment to delivering outstanding customer service.
Responsibilities:
Responsibilities:
- Provide advanced technical support and troubleshooting for complex software and hardware issues via phone, email, and remote access.
- Diagnose, document, and resolve customer-reported incidents, ensuring timely and effective resolution according to service level agreements (SLAs).
- Escalate unresolved issues to appropriate internal teams (e.g., R&D, Engineering) with comprehensive documentation and clear problem descriptions.
- Create and maintain technical documentation, knowledge base articles, FAQs, and troubleshooting guides.
- Train and mentor junior support staff, sharing expertise and best practices.
- Identify recurring technical issues and provide feedback to product development teams for product improvement.
- Proactively monitor system performance and identify potential issues before they impact customers.
- Participate in the development and delivery of technical training sessions for customers and internal staff.
- Contribute to the continuous improvement of support processes, tools, and methodologies.
- Handle customer escalations with professionalism and empathy, ensuring customer satisfaction.
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.
- Minimum of 5 years of experience in a technical support or helpdesk role, with a focus on advanced troubleshooting.
- In-depth knowledge of operating systems (Windows, macOS, Linux), networking protocols, and common software applications.
- Proficiency in scripting languages (e.g., Python, Bash) is highly desirable.
- Experience with remote support tools and ticketing systems (e.g., Zendesk, Jira Service Management).
- Strong analytical and problem-solving skills, with the ability to quickly diagnose and resolve complex technical problems.
- Excellent communication, interpersonal, and customer service skills.
- Ability to work independently and manage time effectively, as well as collaborate within a team environment.
- Experience in supporting SaaS products or enterprise software solutions is a plus.
- Willingness to work flexible hours or occasional on-call rotations as needed.
Apply Now
4
Lead Technical Support Specialist
43215 Columbus, Ohio
$75000 Annually
WhatJobs
Posted 12 days ago
Job Viewed
Job Description
Our client, a rapidly growing SaaS company, is seeking an experienced and customer-focused Lead Technical Support Specialist to join their fully remote team. This pivotal role involves providing advanced technical assistance to customers, troubleshooting complex software issues, and mentoring junior support staff. The ideal candidate possesses deep technical expertise in software support, excellent problem-solving skills, and a passion for delivering exceptional customer service. You will be instrumental in improving support processes, creating knowledge base articles, and ensuring a seamless experience for our client's users. This position offers the flexibility to work from home while making a significant impact on customer satisfaction.
Key Responsibilities:
Qualifications:
This is an outstanding opportunity for a seasoned technical support professional to lead a team and enhance customer success within a fully remote setup. Our client offers a competitive salary, comprehensive benefits, and the flexibility to work from anywhere in the US. Join a supportive team and play a key role in ensuring customer satisfaction.
Key Responsibilities:
- Provide high-level technical support to customers via phone, email, and chat, resolving complex software issues.
- Diagnose and troubleshoot software bugs, performance issues, and integration challenges.
- Escalate critical issues to development and engineering teams with detailed documentation and reproduction steps.
- Develop and maintain comprehensive technical documentation, including FAQs, knowledge base articles, and troubleshooting guides.
- Mentor and train junior technical support specialists, fostering their technical growth and problem-solving abilities.
- Identify trends in customer issues and provide feedback to product and engineering teams for product improvement.
- Manage support queues and ensure timely resolution of customer tickets.
- Contribute to the continuous improvement of support processes and tools.
- Participate in the onboarding and training of new support team members.
- Occasionally assist with customer onboarding and technical implementation.
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, customer service, or a related IT role, with at least 2 years in a lead or senior capacity.
- Proven expertise in troubleshooting complex software applications, preferably SaaS products.
- Strong understanding of operating systems (Windows, macOS, Linux), networking concepts, and common software protocols.
- Excellent analytical, problem-solving, and critical-thinking skills.
- Exceptional communication, interpersonal, and customer service skills.
- Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to work independently and manage time effectively in a remote environment.
- Experience creating technical documentation and knowledge base content.
- Familiarity with scripting languages or basic programming is a plus.
This is an outstanding opportunity for a seasoned technical support professional to lead a team and enhance customer success within a fully remote setup. Our client offers a competitive salary, comprehensive benefits, and the flexibility to work from anywhere in the US. Join a supportive team and play a key role in ensuring customer satisfaction.
Apply Now
5
Senior Technical Support Specialist
43215 Columbus, Ohio
$70000 Annually
WhatJobs
Posted 13 days ago
Job Viewed
Job Description
Our client is seeking an experienced Senior Technical Support Specialist to join their dedicated team in Columbus, Ohio, US . This role is vital in providing advanced technical assistance and resolution for complex customer issues. You will be the primary point of contact for escalated technical problems, requiring in-depth troubleshooting skills across a wide range of software and hardware products. The ideal candidate will possess a strong aptitude for diagnosing and resolving intricate technical challenges, documenting solutions, and mentoring junior support staff. Responsibilities include managing and resolving high-priority support tickets, conducting root cause analysis, and collaborating with engineering and product development teams to identify and implement system improvements. You will also be responsible for creating and maintaining technical documentation, knowledge base articles, and training materials. Exceptional communication skills are essential, enabling you to clearly explain technical concepts to both technical and non-technical users. This position requires a proactive approach to customer satisfaction, a commitment to efficient problem-solving, and the ability to work effectively under pressure in a busy support environment. We are looking for a candidate who can take ownership of issues and drive them to successful resolution, ensuring a consistently high level of customer experience.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Provide advanced technical support and troubleshooting for complex hardware and software issues.
- Manage and resolve escalated customer support tickets efficiently and effectively.
- Perform root cause analysis for recurring technical problems and propose long-term solutions.
- Collaborate with development and engineering teams to report bugs and suggest product enhancements.
- Develop, maintain, and update technical documentation, knowledge base articles, and user guides.
- Train and mentor junior technical support staff.
- Communicate technical solutions and guidance to customers clearly and professionally.
- Monitor support queues and ensure timely resolution of all assigned issues.
- Identify opportunities for process improvement within the support workflow.
- Contribute to the overall improvement of customer satisfaction through exceptional service.
Qualifications:
- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
- Proven experience (3+ years) in a technical support or helpdesk role, with a focus on advanced troubleshooting.
- In-depth knowledge of operating systems (Windows, macOS, Linux), network protocols, and common software applications.
- Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
- Excellent analytical and problem-solving skills.
- Strong written and verbal communication skills.
- Ability to explain complex technical issues in a clear and understandable manner.
- Customer-focused attitude with a passion for helping users.
- Experience in hardware diagnostics and repair is a plus.
- Ability to work collaboratively in a team environment.
Apply Now
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6
Lead Technical Support Engineer
43085 Columbus, Ohio
$85000 Annually
WhatJobs
Posted 19 days ago
Job Viewed
Job Description
Our client is seeking an experienced and dedicated Lead Technical Support Engineer to join their growing IT department. This role will be based out of our Columbus, Ohio, US office, offering a hybrid work model. You will be responsible for leading a team of support specialists, overseeing the resolution of complex technical issues, and ensuring the smooth operation of IT systems and services. The ideal candidate will possess strong technical expertise, excellent problem-solving skills, and outstanding customer service abilities. You will act as a point of escalation for challenging support requests, mentor junior team members, and contribute to the development of support processes and documentation. This position requires a proactive approach to identifying and resolving potential IT problems before they impact users.
Responsibilities:
Qualifications:
Responsibilities:
- Lead and mentor a team of Technical Support Engineers, providing guidance and technical expertise.
- Manage incoming support tickets, prioritize issues, and ensure timely resolution.
- Troubleshoot and resolve complex hardware, software, and network issues for end-users.
- Develop and maintain comprehensive technical documentation, knowledge base articles, and troubleshooting guides.
- Identify recurring technical problems and implement preventative solutions.
- Collaborate with other IT teams (e.g., System Administration, Network Engineering) on infrastructure improvements and projects.
- Assist in the procurement, installation, and configuration of IT equipment and software.
- Ensure all support activities adhere to IT policies and procedures.
- Contribute to the continuous improvement of IT support services and customer satisfaction.
- Participate in on-call rotation as needed.
Qualifications:
- Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
- 5+ years of experience in technical support, with at least 2 years in a lead or supervisory role.
- In-depth knowledge of operating systems (Windows, macOS, Linux), networking protocols, and common software applications.
- Experience with ticketing systems (e.g., ServiceNow, Jira Service Management) and remote support tools.
- Strong understanding of ITIL best practices for incident management.
- Excellent diagnostic and problem-solving skills.
- Exceptional customer service and communication skills, with the ability to explain technical concepts to non-technical users.
- Ability to work effectively in a hybrid environment, balancing remote and in-office responsibilities in Columbus, Ohio, US .
- Certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate are a plus.
Apply Now
7
Remote Senior Technical Support Specialist
43215 Columbus, Ohio
$60000 Annually
WhatJobs
Posted 3 days ago
Job Viewed
Job Description
Our client is seeking an experienced and highly motivated Senior Technical Support Specialist to join their fully remote support team. In this role, you will provide advanced technical assistance and troubleshooting for our client's suite of software products, ensuring customer satisfaction and resolving complex technical issues efficiently. This is an excellent opportunity for a seasoned professional looking to leverage their expertise in a remote-first environment.
Key Responsibilities:
Key Responsibilities:
- Provide Tier 2 and Tier 3 technical support to customers via phone, email, and chat.
- Troubleshoot and diagnose complex software issues, identifying root causes and implementing effective solutions.
- Guide customers through product features, configuration, and usage.
- Escalate unresolved issues to engineering or product development teams, providing detailed information for further investigation.
- Develop and maintain technical documentation, knowledge base articles, and FAQs.
- Assist in training junior support staff on product knowledge and troubleshooting techniques.
- Monitor support queues and ensure timely resolution of customer tickets within service level agreements (SLAs).
- Identify trends in customer issues and provide feedback to product management and development teams for product improvement.
- Contribute to the continuous improvement of support processes and customer service standards.
- Participate in product testing and beta programs as needed.
- Maintain a high level of customer satisfaction through professional and empathetic support.
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
- A minimum of 5 years of experience in technical support, helpdesk, or customer service roles, with a strong emphasis on software troubleshooting.
- In-depth knowledge of operating systems (Windows, macOS, Linux) and common software applications.
- Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Strong analytical and problem-solving skills with meticulous attention to detail.
- Excellent communication (written and verbal) and interpersonal skills.
- Ability to explain technical concepts clearly to non-technical users.
- Proven ability to work independently and manage time effectively in a remote setting.
- Experience supporting SaaS products is highly desirable.
Apply Now
8
Technical Support Specialist - Tier 3
43215 Columbus, Ohio
$70000 Annually
WhatJobs
Posted 11 days ago
Job Viewed
Job Description
Our client, a rapidly expanding technology solutions provider, is looking for a highly skilled and dedicated Technical Support Specialist (Tier 3) to join their esteemed customer success team. In this critical role, you will be responsible for resolving the most complex technical issues escalated from lower support tiers, ensuring prompt and effective resolution for our diverse client base. You will act as a subject matter expert, delving deep into intricate software and hardware problems, identifying root causes, and implementing robust solutions. This position requires a proactive approach, excellent problem-solving abilities, and a commitment to delivering an exceptional customer experience.
Key Responsibilities:
Qualifications:
This is a great opportunity to advance your technical support career. The role is located in **Columbus, Ohio, US**, and offers a hybrid work arrangement. Join our client's dedicated team and make a tangible difference.
Key Responsibilities:
- Diagnose, troubleshoot, and resolve advanced technical issues related to our proprietary software suite and integrated hardware solutions via phone, email, and remote access.
- Analyze complex system logs, error messages, and diagnostic data to identify underlying problems.
- Escalate unresolved issues to development or engineering teams with detailed documentation and reproduction steps.
- Develop and maintain comprehensive technical documentation, knowledge base articles, and troubleshooting guides for both internal teams and end-users.
- Provide mentorship and technical guidance to Tier 1 and Tier 2 support staff.
- Participate in product testing and provide feedback on usability and functionality.
- Contribute to the continuous improvement of support processes and tools.
- Manage and prioritize a queue of escalated support tickets, ensuring timely resolution within service level agreements (SLAs).
- Identify trends in support requests to proactively address potential widespread issues.
Qualifications:
- Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
- Minimum of 4-6 years of experience in technical support, with at least 2 years in a Tier 3 or advanced support role.
- Proven expertise in troubleshooting complex software and hardware issues.
- Strong understanding of operating systems (Windows, macOS, Linux), networking concepts, and common IT infrastructure.
- Experience with database administration (SQL) and scripting languages (e.g., PowerShell, Python) is highly desirable.
- Excellent analytical and problem-solving skills, with a meticulous attention to detail.
- Outstanding communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
- Ability to work independently and collaboratively in a fast-paced environment.
- Customer-focused mindset with a passion for helping others.
This is a great opportunity to advance your technical support career. The role is located in **Columbus, Ohio, US**, and offers a hybrid work arrangement. Join our client's dedicated team and make a tangible difference.
Apply Now
9