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
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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