83 Technical Support jobs in Sparrows Point
Technical Support
21217 Baltimore, Maryland
Koniag Government Services
Posted today
Job Viewed
Job Description
**Technical Support**
**Tuknik Government Solutions** , a Koniag Government Services Company, is seeking an experienced **Technical Support** analyst to support TGS and our government customer in Baltimore, MD.
We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.
**Job Overview:**
Provides technical assistance and support for internal customers, both in person and remote, using agency standard software and hardware. Troubleshoot, address and (to the extent possible) rectify software and hardware issues, meeting customer needs to use agency systems and/or maintain connection, usage, or physical set-ups of required hardware and/or software.
**Essential Duties and Responsibilities include the following (not listed in order of importance; other duties may be assigned):**
+ Perform software/hardware customer support and troubleshooting for workstation, laptop, printer, and other similar IT equipment.
+ Provide basic IT troubleshooting. While addressing the situation, keep end-users notified until resolved. If unable to resolve the issue within the same day, apprise management immediately and update the problem tracking system with all actions taken within one hour of the resolution of any issue.
+ Assist staff with user support of installed Microsoft, Adobe, and AutoCAD software applications.
+ Utilize the problem tracking system to document all end user, hardware and software issues encountered. The system is updated in real time and closed out properly upon resolution of issues.
+ Utilize email, instant messaging, and other monitoring tools to remain aware of current issues affecting widespread availability.
+ Open a ticket in the problem tracking system for every customer contact and determine and document scope, impact, and priority; resolve, or escalate as appropriate.
+ Follow-up with customers, vendors, or SSA components, as required, to resolve problems and ensure ticket updates are current.
+ Close all tickets only when a problem has been resolved to the customer's satisfaction and all steps to resolve an issue are completely documented in the service tickets.
**Work Experience, Knowledge, Skills & Abilities:**
+ To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
+ The requirements listed below are representative of the knowledge, skill and ability required.
+ Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
+ High School Diploma and/or related advanced training.
+ At least 2 years of experience in desktop and computer peripheral installation and assistance.
**Abilities:**
+ Ability to organize, prioritize and meet deadlines
+ Excellent critical thinking skills
+ Strong self-starter requiring minimal supervision
+ Strong problem-solving skills
+ Strong verbal communication to effectively express concepts, plans, and proposal
**Our Equal Employment Opportunity Policy**
The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment.
The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website, please get in touch with Heaven Wood via e-mail at or by calling to request accommodations.
Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352_**
**Job Details**
**Job Family** **Client Techncial Support and Training**
**Job Function** **Mgmt.-Customer Technical Support**
**Pay Type** **Hourly**
**Tuknik Government Solutions** , a Koniag Government Services Company, is seeking an experienced **Technical Support** analyst to support TGS and our government customer in Baltimore, MD.
We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.
**Job Overview:**
Provides technical assistance and support for internal customers, both in person and remote, using agency standard software and hardware. Troubleshoot, address and (to the extent possible) rectify software and hardware issues, meeting customer needs to use agency systems and/or maintain connection, usage, or physical set-ups of required hardware and/or software.
**Essential Duties and Responsibilities include the following (not listed in order of importance; other duties may be assigned):**
+ Perform software/hardware customer support and troubleshooting for workstation, laptop, printer, and other similar IT equipment.
+ Provide basic IT troubleshooting. While addressing the situation, keep end-users notified until resolved. If unable to resolve the issue within the same day, apprise management immediately and update the problem tracking system with all actions taken within one hour of the resolution of any issue.
+ Assist staff with user support of installed Microsoft, Adobe, and AutoCAD software applications.
+ Utilize the problem tracking system to document all end user, hardware and software issues encountered. The system is updated in real time and closed out properly upon resolution of issues.
+ Utilize email, instant messaging, and other monitoring tools to remain aware of current issues affecting widespread availability.
+ Open a ticket in the problem tracking system for every customer contact and determine and document scope, impact, and priority; resolve, or escalate as appropriate.
+ Follow-up with customers, vendors, or SSA components, as required, to resolve problems and ensure ticket updates are current.
+ Close all tickets only when a problem has been resolved to the customer's satisfaction and all steps to resolve an issue are completely documented in the service tickets.
**Work Experience, Knowledge, Skills & Abilities:**
+ To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
+ The requirements listed below are representative of the knowledge, skill and ability required.
+ Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
+ High School Diploma and/or related advanced training.
+ At least 2 years of experience in desktop and computer peripheral installation and assistance.
**Abilities:**
+ Ability to organize, prioritize and meet deadlines
+ Excellent critical thinking skills
+ Strong self-starter requiring minimal supervision
+ Strong problem-solving skills
+ Strong verbal communication to effectively express concepts, plans, and proposal
**Our Equal Employment Opportunity Policy**
The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment.
The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website, please get in touch with Heaven Wood via e-mail at or by calling to request accommodations.
Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352_**
**Job Details**
**Job Family** **Client Techncial Support and Training**
**Job Function** **Mgmt.-Customer Technical Support**
**Pay Type** **Hourly**
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0
Technical Support Specialist
21201 Baltimore, Maryland
$55000 Annually
WhatJobs
Posted 3 days ago
Job Viewed
Job Description
Our client is looking for a proficient and customer-focused Technical Support Specialist to join their team in Baltimore, Maryland, US . This hybrid role is vital for providing exceptional technical assistance to our user base, resolving hardware, software, and network-related issues efficiently and effectively. You will be responsible for troubleshooting complex technical problems, guiding users through step-by-step solutions, and documenting support activities. The ideal candidate will have a strong understanding of operating systems (Windows, macOS), common software applications, and basic networking concepts. Excellent communication and interpersonal skills are essential for explaining technical information to non-technical users. You will manage support tickets, prioritize issues based on urgency, and escalate unresolved problems to appropriate teams. Experience with remote support tools and a proven ability to diagnose and resolve a wide range of technical challenges are required. Responsibilities include installing, configuring, and maintaining computer hardware and software, as well as educating users on best practices for IT security and system usage. This hybrid position offers a blend of in-office collaboration and remote work flexibility, fostering both team engagement and individual autonomy. We are seeking a proactive problem-solver with a passion for technology and a commitment to delivering outstanding customer service. A minimum of 2-3 years of experience in a technical support role is preferred. Join a supportive environment where your technical expertise and dedication to user satisfaction are highly valued.
Apply Now
1
Senior Technical Support Engineer
21201 Baltimore, Maryland
$98000 Annually
WhatJobs
Posted 3 days ago
Job Viewed
Job Description
Our client, a dynamic and rapidly growing technology firm, is seeking a highly proficient Senior Technical Support Engineer to join our dedicated team in Baltimore, Maryland, US . This role is crucial for ensuring our clients receive unparalleled technical assistance and optimal performance from our innovative software solutions. You will be responsible for diagnosing and resolving complex technical issues, providing in-depth troubleshooting, and delivering expert guidance to our diverse customer base. The ideal candidate will possess a strong foundation in IT support, network infrastructure, and enterprise-level software applications. Key responsibilities include managing support tickets, conducting root cause analysis for recurring problems, escalating issues when necessary, and documenting solutions for our knowledge base. You will also play a key role in identifying trends in support requests and providing feedback to our product development and engineering teams to drive improvements. Excellent communication and interpersonal skills are essential, as you will be interacting directly with customers, often under pressure, to ensure their satisfaction and maintain strong client relationships. A proactive approach to problem-solving, the ability to think critically, and a passion for technology are highly valued. This position requires a Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. A minimum of 5 years of experience in technical support, preferably in a senior capacity, is required. Certifications such as CompTIA A+, Network+, or similar are a strong asset. We are looking for an individual who is detail-oriented, patient, and committed to delivering exceptional customer service. Join our team and contribute to the success of our cutting-edge technology products.
Apply Now
2
Technical Support Engineer II
21202 Baltimore, Maryland
$70000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client, a rapidly growing technology firm based in Baltimore, Maryland, US , is seeking a skilled and motivated Technical Support Engineer II. This role is critical in providing advanced technical assistance and problem resolution to our client's diverse customer base. You will be responsible for diagnosing complex technical issues, troubleshooting software and hardware problems, and ensuring customer satisfaction through timely and effective support. This position requires a strong understanding of IT infrastructure, network protocols, and various operating systems. You will work collaboratively with engineering and product teams to identify root causes of issues and contribute to product improvements. The ideal candidate possesses excellent analytical and problem-solving skills, combined with exceptional customer service abilities. You will be a key member of the support team, contributing to the knowledge base and mentoring junior support staff.
Responsibilities:
Responsibilities:
- Provide Tier 2 and Tier 3 technical support for software and hardware issues reported by customers.
- Diagnose and resolve complex technical problems, including system errors, connectivity issues, and application malfunctions.
- Troubleshoot issues across various platforms, including Windows, macOS, and Linux environments.
- Document all support interactions, resolutions, and customer feedback in the ticketing system.
- Collaborate with development and QA teams to escalate bugs and identify product enhancements.
- Create and maintain technical documentation, including FAQs, knowledge base articles, and troubleshooting guides.
- Assist in training and mentoring junior technical support staff.
- Monitor system performance and proactively identify potential issues.
- Manage customer expectations and communicate technical information clearly and concisely.
- Contribute to the continuous improvement of support processes and tools.
- Participate in on-call rotation as needed.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
- Minimum of 3 years of experience in a technical support role, with a focus on software and hardware troubleshooting.
- Proficiency in diagnosing and resolving issues related to operating systems (Windows, macOS, Linux), networking protocols (TCP/IP, DNS, DHCP), and cloud services.
- Experience with scripting languages (e.g., Python, Bash) is a plus.
- Strong understanding of database concepts and SQL is desirable.
- Excellent problem-solving, analytical, and critical-thinking skills.
- Exceptional customer service orientation and communication skills.
- Ability to work effectively both independently and as part of a team.
- Familiarity with ticketing systems (e.g., Jira Service Desk, Zendesk) and remote support tools.
- Experience in a Baltimore, Maryland, US -based support role is preferred.
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3
Senior Technical Support Specialist
21201 Baltimore, Maryland
$70000 Annually
WhatJobs
Posted 18 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled Senior Technical Support Specialist to provide expert-level assistance and troubleshooting for their sophisticated software products. This hybrid role combines remote work flexibility with the necessity of occasional on-site collaboration and client engagement. The ideal candidate will possess deep technical knowledge, exceptional problem-solving abilities, and outstanding customer service skills. You will be responsible for resolving complex technical issues, documenting solutions, and contributing to the continuous improvement of our support processes.
Key Responsibilities:
Key Responsibilities:
- Provide advanced technical support to customers via phone, email, chat, and remote desktop sessions.
- Troubleshoot and diagnose complex software issues, identifying root causes and implementing effective solutions.
- Escalate critical issues to appropriate internal teams (e.g., development, engineering) when necessary, providing detailed documentation.
- Develop and maintain comprehensive technical documentation, including knowledge base articles, FAQs, and troubleshooting guides.
- Assist in the training and mentoring of junior support staff.
- Contribute to product improvement by providing detailed feedback to the development and product management teams.
- Manage support queues and ensure timely resolution of all customer inquiries and issues.
- Proactively identify trends in support requests and recommend solutions or preventative measures.
- Participate in cross-functional team meetings and projects as needed.
- Stay up-to-date with product updates, new features, and relevant technologies.
- On-site presence may be required for specific client meetings, team training, or complex issue resolution in Baltimore, Maryland, US .
- Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- 5+ years of experience in technical support, preferably with enterprise software or complex IT systems.
- Proven expertise in troubleshooting software applications, operating systems, and network issues.
- Strong understanding of SQL, scripting languages (e.g., PowerShell, Python), and common network protocols.
- Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Excellent analytical and problem-solving skills.
- Outstanding communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
- Ability to work independently and as part of a team in a hybrid work environment.
- Strong customer service orientation and a commitment to customer satisfaction.
- Experience with cloud platforms (AWS, Azure, GCP) is a plus.
Apply Now
4
Senior Technical Support Specialist
21201 Baltimore, Maryland
$70000 Annually
WhatJobs
Posted 18 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and customer-focused Senior Technical Support Specialist to join their fully remote team. This position is critical in providing advanced technical assistance and resolving complex issues for our user base. As a Senior Technical Support Specialist, you will be a primary point of contact for escalated technical problems, leveraging your deep understanding of our products and systems to deliver exceptional support. Your responsibilities will include diagnosing and troubleshooting hardware, software, and network issues, documenting solutions, and contributing to our knowledge base. You will also work closely with engineering and product development teams to identify trends, report bugs, and suggest product improvements. The ideal candidate will have extensive experience in technical support, a proven ability to manage challenging customer interactions, and a passion for problem-solving. You should possess strong communication skills, both written and verbal, with the ability to explain technical concepts clearly to users of varying technical proficiencies. This is a remote-first role, requiring you to be self-motivated, organized, and able to manage your time effectively. We value candidates who are proactive in identifying potential issues and contributing to proactive solutions. You will be part of a collaborative and supportive virtual environment, where your contributions are recognized and valued. We offer a competitive compensation package, excellent benefits, and significant opportunities for professional development within a growing organization. If you are dedicated to providing outstanding technical support and thrive in a remote work setting, we encourage you to apply.
Responsibilities:
Responsibilities:
- Provide advanced technical support to end-users via phone, email, and chat.
- Diagnose and resolve complex hardware, software, and network issues.
- Escalate unresolved issues to appropriate internal teams and track resolution.
- Create and maintain technical documentation, FAQs, and knowledge base articles.
- Assist in the training and mentoring of junior support staff.
- Identify recurring technical issues and provide feedback for product improvement.
- Manage customer expectations and ensure timely resolution of support requests.
- Stay up-to-date with product updates and new technologies.
- Contribute to a positive and collaborative remote work environment.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
- Minimum of 5 years of experience in technical support or helpdesk roles.
- Strong knowledge of operating systems (Windows, macOS, Linux), networking protocols, and common software applications.
- Experience with ticketing systems (e.g., Zendesk, ServiceNow).
- Excellent problem-solving and diagnostic skills.
- Superior communication and customer service skills.
- Ability to work independently and manage time effectively in a remote setting.
Apply Now
5
Senior Technical Support Specialist
21201 Baltimore, Maryland
$65000 Annually
WhatJobs
Posted 18 days ago
Job Viewed
Job Description
Our client is looking for a seasoned Senior Technical Support Specialist to be a cornerstone of their customer service operations in Baltimore, Maryland, US . This role is crucial for providing expert-level assistance to clients facing complex technical challenges with our proprietary software suite. The ideal candidate possesses exceptional problem-solving skills, a deep understanding of IT systems, and a passion for delivering outstanding customer experiences. You will be a primary point of escalation for challenging issues and will contribute to improving support processes and documentation.
Responsibilities:
Qualifications:
Responsibilities:
- Provide advanced technical support and troubleshooting for our software products via phone, email, and remote desktop sessions.
- Diagnose and resolve intricate software and hardware issues reported by customers.
- Escalate unresolved issues to engineering or development teams with detailed documentation.
- Create and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
- Train and mentor junior support staff, sharing expertise and best practices.
- Identify recurring customer issues and provide feedback to product development for improvements.
- Manage customer relationships, ensuring timely and satisfactory resolution of support tickets.
- Participate in after-hours on-call rotations as needed.
- Stay up-to-date with product updates, new features, and relevant technologies.
- Contribute to the continuous improvement of customer support processes and workflows.
Qualifications:
- Associate's or 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, helpdesk, or a similar customer-facing IT role.
- In-depth knowledge of operating systems (Windows, macOS, Linux), network protocols, and common software applications.
- Experience troubleshooting complex software applications and integrations.
- Excellent analytical and problem-solving abilities with a methodical approach.
- Exceptional customer service and communication skills, both written and verbal.
- Ability to explain technical concepts clearly to non-technical users.
- Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to work independently and as part of a team in a fast-paced environment.
- Strong sense of urgency and commitment to customer satisfaction.
Apply Now
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6
Remote Technical Support Specialist
21201 Baltimore, Maryland
$22 Hourly
WhatJobs
Posted 18 days ago
Job Viewed
Job Description
Our client is seeking a highly motivated and customer-focused Remote Technical Support Specialist to join their fully remote team. This position is crucial for providing exceptional technical assistance to users across a variety of our client's platforms and services. You will be the primary point of contact for customers experiencing technical issues, guiding them through troubleshooting processes, and ensuring swift resolution. This role requires a deep understanding of software applications, hardware, and network connectivity. Key responsibilities include diagnosing and resolving software and hardware issues, responding to customer inquiries via phone, email, and chat, documenting support interactions in a ticketing system, escalating complex issues to senior support staff or engineering teams, and contributing to the knowledge base with solutions and guides. The ideal candidate will possess outstanding problem-solving abilities, excellent communication skills, and a patient, empathetic demeanor. Proficiency with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools is essential. A background in IT support, computer science, or a related field is highly desirable, along with experience supporting SaaS products or complex software solutions. Candidates must have a reliable internet connection and a dedicated home office setup conducive to professional remote work. This is a demanding role that requires the ability to multitask effectively, manage time efficiently, and maintain a high level of professionalism in a virtual environment. Our client is committed to fostering a supportive and collaborative remote culture, offering opportunities for professional development and growth. If you are passionate about technology and dedicated to providing outstanding customer experiences from the comfort of your home, we encourage you to apply.
Responsibilities:
Responsibilities:
- Provide remote technical support to customers via phone, email, and chat.
- Diagnose and resolve hardware, software, and network-related issues.
- Guide users through step-by-step solutions to technical problems.
- Document all support requests and resolutions in a CRM or ticketing system.
- Escalate unresolved issues to appropriate internal teams.
- Contribute to the creation and maintenance of support documentation and FAQs.
- Identify trends in customer issues and provide feedback to product development teams.
- Ensure a high level of customer satisfaction through timely and effective support.
- Proven experience in technical support or a similar customer-facing IT role.
- Strong knowledge of operating systems (Windows, macOS), common software applications, and networking concepts.
- Experience with remote support tools and ticketing systems.
- Excellent problem-solving, analytical, and troubleshooting skills.
- Outstanding verbal and written communication skills.
- Ability to explain technical concepts clearly to non-technical users.
- Self-motivated with the ability to work independently in a remote setting.
- High school diploma or equivalent; Associate's or Bachelor's degree in a related field is a plus.
- Reliable high-speed internet connection and a suitable home office environment.
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7
Technical Support Supervisor (Mechanical/Electrical)
21217 Baltimore, Maryland
ITW
Posted today
Job Viewed
Job Description
**Job Description:**
The Technical Support Supervisor position is responsible for supporting the field service technician teams by troubleshooting technical issues, providing expert guidance, and ensuring timely resolution of product-related problems. In addition to these core responsibilities, this position oversees and provides leadership to the Technical Product Specialist team, ensuring consistent support standards, effective knowledge sharing, and professional development. This role also contributes to warranty claim analysis, product quality improvements, and customer satisfaction efforts in collaboration with other internal teams.
**ESSENTIAL DUTIES AND RESPONSIBILITIES**
These are the most significant job duties performed. The size, scope, and complexity of assigned duties and responsibilities are dependent on the level and experience of the incumbent. To perform this job successfully, an individual must be able to perform each assigned essential duty satisfactorily. Other responsibilities or special projects not specifically listed below may also be assigned.
+ Lead and manage the Technical Product Specialist team, including assigning tasks, providing coaching, and conducting performance evaluations.
+ Provide remote guidance to field service teams in diagnosing and troubleshooting technical issues encountered in the field, ensuring they have the tools and knowledge to resolve issues effectively.
+ Serve as technical expert on product functionality, installation, and maintenance.
+ Foster a collaborative team environment focused on technical excellence, knowledge sharing, and continuous improvement.
+ Monitor team performance to ensure high-quality support, timely issue resolution, and alignment with service standards.
+ Analyze warranty claims to determine the root cause of failure and identify any recurring issues.
+ Identify patterns in recurring issues and collaborate with product development, sustaining engineering, and quality teams to investigate product defects and recommend design or process improvements.
+ Ensure accurate documentation of warranty claims and compliance with internal processes.
+ Act as a liaison between the field service teams, customers, and internal departments to facilitate smooth resolution of issues.
+ Educate field service teams on new product features, troubleshooting techniques, and best practices.
**SUPERVISORY RESPONSIBILITIES**
+ Directly supervises the Technical Product Specialist team.
+ Responsibilities include training, assigning and directing work, coaching and mentoring team members, performance management, and fostering professional development.
+ Ensures alignment of team objectives with company goals and service excellence standards.
**QUALIFICATIONS**
The requirements listed below are representative of the knowledge, skill, and/or ability required to perform this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
**Education and Work Experience**
+ Bachelor's degree in Engineering, Technical Support, or a related field, or equivalent experience.
+ Familiarity with technical documentation, including user manuals, service bulletins, and troubleshooting guides.
+ Experience in manufacturing, engineering, or customer service is a plus.
+ Prior leadership or supervisory experience.
+ Knowledge of contact center operations and best practices is a plus.
**PHYSICAL DEMANDS & WORK ENVIRONMENT**
_The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions._
Physical Demands
While performing the duties of this Job, the employee is:
+ Regularly required to sit at a desk and work on a computer.
+ Must be able to access and navigate the production facility.
+ Must be able to lift 15 pounds at a time.
+ In office position.
Hours of Work
+ Varies as necessary.
**Compensation Information:**
: $87,120 - $120,000
_ITW is an equal opportunity employer. We value our colleagues' unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential._
_As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship._
_All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws._
The Technical Support Supervisor position is responsible for supporting the field service technician teams by troubleshooting technical issues, providing expert guidance, and ensuring timely resolution of product-related problems. In addition to these core responsibilities, this position oversees and provides leadership to the Technical Product Specialist team, ensuring consistent support standards, effective knowledge sharing, and professional development. This role also contributes to warranty claim analysis, product quality improvements, and customer satisfaction efforts in collaboration with other internal teams.
**ESSENTIAL DUTIES AND RESPONSIBILITIES**
These are the most significant job duties performed. The size, scope, and complexity of assigned duties and responsibilities are dependent on the level and experience of the incumbent. To perform this job successfully, an individual must be able to perform each assigned essential duty satisfactorily. Other responsibilities or special projects not specifically listed below may also be assigned.
+ Lead and manage the Technical Product Specialist team, including assigning tasks, providing coaching, and conducting performance evaluations.
+ Provide remote guidance to field service teams in diagnosing and troubleshooting technical issues encountered in the field, ensuring they have the tools and knowledge to resolve issues effectively.
+ Serve as technical expert on product functionality, installation, and maintenance.
+ Foster a collaborative team environment focused on technical excellence, knowledge sharing, and continuous improvement.
+ Monitor team performance to ensure high-quality support, timely issue resolution, and alignment with service standards.
+ Analyze warranty claims to determine the root cause of failure and identify any recurring issues.
+ Identify patterns in recurring issues and collaborate with product development, sustaining engineering, and quality teams to investigate product defects and recommend design or process improvements.
+ Ensure accurate documentation of warranty claims and compliance with internal processes.
+ Act as a liaison between the field service teams, customers, and internal departments to facilitate smooth resolution of issues.
+ Educate field service teams on new product features, troubleshooting techniques, and best practices.
**SUPERVISORY RESPONSIBILITIES**
+ Directly supervises the Technical Product Specialist team.
+ Responsibilities include training, assigning and directing work, coaching and mentoring team members, performance management, and fostering professional development.
+ Ensures alignment of team objectives with company goals and service excellence standards.
**QUALIFICATIONS**
The requirements listed below are representative of the knowledge, skill, and/or ability required to perform this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
**Education and Work Experience**
+ Bachelor's degree in Engineering, Technical Support, or a related field, or equivalent experience.
+ Familiarity with technical documentation, including user manuals, service bulletins, and troubleshooting guides.
+ Experience in manufacturing, engineering, or customer service is a plus.
+ Prior leadership or supervisory experience.
+ Knowledge of contact center operations and best practices is a plus.
**PHYSICAL DEMANDS & WORK ENVIRONMENT**
_The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions._
Physical Demands
While performing the duties of this Job, the employee is:
+ Regularly required to sit at a desk and work on a computer.
+ Must be able to access and navigate the production facility.
+ Must be able to lift 15 pounds at a time.
+ In office position.
Hours of Work
+ Varies as necessary.
**Compensation Information:**
: $87,120 - $120,000
_ITW is an equal opportunity employer. We value our colleagues' unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential._
_As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship._
_All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws._
View Now
8