Technical Support

SRT Support Test is seeking a dedicated and knowledgeable individual to join our team as a Technical Support specialist. This role is pivotal in ensuring that our clients receive the highest level of technical assistance and support. As a Technical Support specialist, you will be the first point of contact for customers experiencing technical issues, and your primary goal will be to provide outstanding customer service and problem resolution.

Your responsibilities will include diagnosing and troubleshooting software and hardware problems, guiding users through step-by-step solutions, and providing timely and accurate customer feedback. You will log all technical support interactions, prioritize and manage several open issues at one time, and follow up with clients to ensure their systems are fully functional after troubleshooting. Additionally, you will contribute to the creation of support documentation and user manuals.

This position requires a person who is patient, has excellent problem-solving skills, and is comfortable working in a dynamic, fast-paced environment. You will be expected to stay up-to-date with the latest technology trends and updates to provide the best possible support to our customers. The role is a regular, at-will position, meaning that either the employee or the employer can terminate the employment relationship at any time, for any reason. Please note that there is no per diem associated with this position.

The ideal candidate will be a team player with a passion for technology and a commitment to providing exceptional customer service. If you are looking to grow your career in technical support and thrive in a collaborative environment, we encourage you to apply for this exciting opportunity at SRT Support Test.

• Proven experience in technical support or IT support roles
• Strong understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and resolve basic technical issues
• Proficiency in English and excellent communication skills
• Customer-oriented attitude with a passion for providing exceptional service
• Ability to multitask, prioritize, and manage time effectively
• Familiarity with remote desktop applications and help desk software
• Understanding of network basics, including LAN/WAN, TCP/IP, and other networking concepts
• Experience with databases, networks (LAN, WAN), and patch management
• Knowledge of system security techniques and firewall environments
• Ability to provide step-by-step technical help, both written and verbal
• Willingness to learn new technologies and maintain industry knowledge
• Excellent problem-solving and critical thinking skills
• Strong documentation skills to log support cases and resolutions
• Ability to work independently with minimal supervision

• A minimum of 2 years of experience in a technical support role
• Hands-on experience with Windows/Linux/Mac OS environments
• Experience troubleshooting and resolving issues with desktops, laptops, and mobile devices
• Previous experience with help desk software, ticketing systems, and remote support tools
• Experience supporting a variety of software applications and hardware systems
• Proven track record of maintaining high customer satisfaction scores
• Experience in creating and updating support documentation and knowledge bases
• Familiarity with ITIL practices and providing support within SLA guidelines
• Experience working with network diagnostics, network analytics tools
• Prior experience in a customer support role for technical products or services
• Experience in training users on new or updated technology
• Demonstrated ability to work in a team-oriented, collaborative environment
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified IT Professional) are preferred
• Bachelor's degree in Information Technology, Computer Science, or relevant field is advantageous
• Experience with cybersecurity practices and software is a plus