Careers at Immense Networks

Rockstar Technical Support Specialist

Job Responsibilities
    • Provide technical support for our existing clients
      • Troubleshooting desktops, laptops, peripherals, servers, networking, vendor support, and other IT-related hardware and software
    • On-site visits to install or troubleshoot hardware/software at client sites.
    • Communicate effectively with our clients and our team
    • Work in conjunction with a fast-paced schedule in a team environment
    • Ability to analyze and evaluate an issue and ensure it is escalated to the proper team
    • Log time and notes into ticketing software
    • Create technical documentation in a standardized system
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Level 2 Rockstar Technical Support Specialist

Job Responsibilities

    • Investigate and resolve escalated technical issues efficiently and accurately, ensuring minimal disruption to operations.
    • Provide technical guidance and support to Tier 1 technicians and end-users, assisting with problem-solving and escalating issues as needed.
    • Perform regular maintenance tasks such as updates, patches, and system optimizations to ensure optimal performance and security of IT systems.
    • Maintain accurate records of technical issues, solutions, and troubleshooting procedures.
    • Conduct in-depth analysis of recurring technical issues to identify underlying causes and implement preventive measures to minimize future occurrences.
    • Collaborate with other IT teams, including network engineers, system administrators, and developers, to resolve complex technical challenges and implement improvements.
    • Stay updated on emerging technologies and industry best practices. Share knowledge and expertise with colleagues through training sessions and documentation to enhance the overall technical competency of the team.
    • Maintain a customer-centric approach when dealing with end-users, ensuring timely and effective communication throughout the problem resolution process.
    • Assist in the planning, implementation, and maintenance of IT projects, providing technical expertise and support as required.
    • Adhere to company policies, procedures, and regulatory requirements related to IT operations, security, and data privacy.

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