Technical Support Specialist Tier 1 Job Brief:

We are an IT company with a headquarters in Cleveland, Ohio. We have been in business for nearly three decades. We are looking for a competent Technical Support Specialist Tier 1 to provide fast and useful technical assistance on computer systems. The ideal candidate must be customer-oriented and patient to deal with difficult customers.

Technical Support Specialist Tier 1 Responsibilities:

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  Serve as the first point of contact for customers seeking technical assistance over the phone, email, or onsite. 
  


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  Perform remote troubleshooting through diagnostic techniques and pertinent questions. 
  


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  Determine the best solution based on the issue and details provided by customers. 
  


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  Walk the customer through the problem-solving process.
  


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  Direct unresolved issues to the next level of support personnel. 
  


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  Provide accurate information on IT products or services. 
  


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  Record events and problems and their resolution in logs. 
  


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  Follow-up and update customer status and information.
  


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  Pass on any feedback or suggestions by customers to the appropriate internal team. 
  


• Identify and suggest possible improvements on procedures.

Technical Support Specialist Tier 1 Requirements:

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  Proven experience as a help desk technician or other customer support role.
  


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  Tech savvy with working knowledge of office automation products, databases and remote control.
  


• Experience with O365 troubleshooting


• Good understanding of computer systems, mobile devices and other tech products.


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  Ability to diagnose and resolve basic technical issues. 
  


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  Proficiency in English.
  


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  Excellent communication skills.
  


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  Customer-oriented and cool-tempered.
  


• BS/BA in IT, Computer Science or relevant field is an asset, not a requirement