Introduction to Workwarp and the Role
Workwarp is a dynamic and innovative company that is committed to providing exceptional technical support services to its clients. We are currently seeking a highly skilled and experienced Technical Support Specialist to join our team. As a Technical Support Specialist, you will have the opportunity to work remotely and enjoy the freedom and flexibility that comes with it. This role requires a strong and diverse skillset in relevant areas to drive success, and we offer a competitive salary that is benchmarked against industry standards.
About the Position
Our direct client is looking for a Local Technical Support Specialist who lives in Illinois and is available for occasional on-site work. The role is primarily remote, and you will be required to work Monday through Friday from 8:00 am CST to 5:30 pm CST. As a Technical Support Specialist, you will be responsible for providing top-notch technical support to our clients, resolving incidents in a timely and efficient manner, and ensuring that all support and performance metric requirements are met.
Key Responsibilities
- Maintain consistent communication with customers and other Client Solutions teams through phone, email, and ticket updates, driving incidents to resolution in a timely and efficient manner.
- Escalate incidents that cannot be resolved within specified time frames based on severity and priority of customer issues, ensuring that all stakeholders are informed and updated throughout the process.
- Collect information and document initial triage and steps taken towards resolution of an incident, using this data to inform future support efforts and improve overall efficiency.
- Implement resolutions to known problems through the use of knowledge articles, and create new knowledge articles for resolution of problems not yet documented in the knowledge database.
- Ensure that all support and performance metric requirements are met, tracking and driving all outages/issues through the return to normal services and responding to customer incidents in a timely fashion and in compliance with service level agreements.
- Build strong and effective working relationships with internal and external customers, collaborating across functional lines seamlessly and controlling customer situations by setting customer expectations appropriately.
- Familiarize yourself with and comply with Client quality, security, and operational policies and practices, providing feedback and input to help build processes and continually improve our support services.
- Update and maintain data used for support, keeping up-to-date knowledge of all systems and applications used to perform day-to-day tasks and actively participating in all training provided as a self-starter who manages their own priorities and activities with minimal supervision.
Essential Skills and Experience
To be successful in this role, you will need to have the following essential skills and experience:
- Experience working with Active Directory, with a strong understanding of its principles and applications.
- Working knowledge of Windows/Windows Server OS, with the ability to troubleshoot and resolve issues efficiently.
- Working knowledge of Linux/Unix OS, with experience in troubleshooting and resolving issues in these environments.
- Experience with Network Troubleshooting, with the ability to identify and resolve network-related issues quickly and effectively.
- This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Client Solutions Inc. customers.
Desired Skills and Experience
While not essential, the following skills and experience are highly desirable:
- Experience working with ASTRO P25 Infrastructure/LMR (Land Mobile Radio) Systems, with a strong understanding of their principles and applications.
- Working knowledge of Server Virtualization, including VMWare/ESXi, with experience in troubleshooting and resolving issues in these environments.
- Working knowledge of McAfee Security Suite, with experience in troubleshooting and resolving security-related issues efficiently.
- Experience providing Technical Support via Telephony, with excellent communication and interpersonal skills.
- Experience working with Remedy, ServiceNow, or other Ticketing Systems, with the ability to quickly learn and adapt to new systems and processes.
Career Growth Opportunities and Learning Benefits
At Workwarp, we are committed to the growth and development of our employees. As a Technical Support Specialist, you will have access to a range of training and development opportunities, including:
- Ongoing training and support to help you develop your skills and knowledge in technical support and related areas.
- Opportunities to work on a range of exciting and challenging projects, with the potential to take on additional responsibilities and contribute to the growth and success of our company.
- A collaborative and dynamic work environment, with a team of experienced and supportive colleagues who are passionate about delivering exceptional technical support services.
Work Environment and Company Culture
At Workwarp, we pride ourselves on our positive and inclusive company culture. We believe in fostering a work environment that is collaborative, dynamic, and supportive, with a strong focus on teamwork and employee well-being. As a Technical Support Specialist, you will be working remotely, but you will still be an integral part of our team and will have regular opportunities to connect with your colleagues and contribute to our company culture.
Compensation, Perks, and Benefits
We offer a competitive salary and a range of perks and benefits, including:
- A comprehensive benefits package, with options for health, dental, and vision insurance, as well as retirement savings and other benefits.
- A flexible and remote work environment, with the opportunity to work from home and enjoy a better work-life balance.
- Opportunities for professional growth and development, with access to training and development programs and a range of exciting and challenging projects.
- A dynamic and supportive team environment, with a strong focus on teamwork and employee well-being.
Conclusion
If you are a motivated and experienced technical support professional who is looking for a new challenge and opportunity to grow and develop your skills, we encourage you to apply for this exciting role. With its competitive salary, flexible work environment, and range of perks and benefits, this is an opportunity not to be missed. So why not take the first step and apply now? We look forward to hearing from you and exploring how you can contribute to the success of our team.
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