Location
This position will report directly to and office from the main location in San Angelo, TX during standard work hours, Monday thru Friday from 8:00 am to 5:00 pm. This position is not telecommute or work from home eligible unless required due to disaster or other mandated declarations.
Company Description
Founded in 2006, Snider Technology Services LLC is dedicated to helping small and medium-sized businesses in the San Angelo area optimize their technology. With a focus on providing top-notch IT support, we have expanded our services throughout the West Texas region. Our team of friendly and knowledgeable technicians ensures that each client receives the best support for their business needs.
Role Description
This is a full-time on-site role for a Support Technician at Snider Technology Services LLC in San Angelo, TX. The Support Technician provides fast and useful technical assistance on computer systems and components by responding to client generated tickets for basic technical issues. Must have good technical knowledge, be able to communicate effectively, identify the problem and guide the end user through resolution steps.
A Support Technician must be customer-oriented and able to interact with end users patiently and effectively in line with Snider Technology values.
Primary Responsibilities:
- Serve as the first point of contact for customers seeking technical assistance via phone, email or client portal.
- Respond to Helpdesk related technical issues such as logins, passwords, user set ups and more.
- Perform remote troubleshooting through diagnostic techniques and customer interaction.
- Determine and implement best available solution for the issue.
- Escalate unresolved issues to the next level of support in accordance with company SLA’s.
- Document troubleshooting steps and resolution in corresponding PSA ticket.
- Maintain ownership of ticket until resolution or escalation is fulfilled.
Secondary Responsibilities may include:
- Assist Tier 2 Engineers with installs and projects through prepping hardware for deployment.
- Submit any feedback or suggestions by customers to the appropriate internal team.
- Identify and suggest possible improvements on procedures.
- Review and maintain client documentation.
