IT Support Specialist

Person is responsible for providing timely support and friendly assistance to contract customers via phone and scheduled onsite visits. Role includes setup and maintenance of software on desktop and laptop computers. Works closely with an IT team to help our customers maintain a stable IT environment.

Works in a fast-paced environment, the IT Support Specialist handles inbound phone calls and provides detailed, factual information, advice and assistance on software and hardware technical topics to external business customers.

Responsibilities

1. Effectively respond to inquiries of both a product and technical nature received by telephone or e-mail from external ArrowQuick clients regarding any of the products and services offered.
2. Analyze the client problem or issue, refer to the appropriate resource material or consult other experts and provide the appropriate solution.
3. Follow up with the client to ensure that their enquiries have been satisfactorily resolved.
4. While taking the customer’s call or email, clearly document a detailed problem log using IT tracking software.
5. Identify recurring anomalies or irregularities to determine their frequency, cause and recommend potential solutions. Assist in the development of supporting documentation or procedures.
6. In the course of identifying a client’s needs or providing resolution, assist the sales process in recommending other products.
7. Remain fully informed and up to date on developments and enhancements relating to all products and services via IT team meetings, reading technical journals and completing self paced training.

Skills Required

• Fluency in both written and spoken English is a requirement
• Highly knowledgeable in PC applications, operating systems and hardware (XP, LAN/WAN, TCP/IP, Connectivity and General hardware)
• Strong knowledge of Internet technology and software including browsers (Firefox and IE).
• Strong organizational/time management skills.
• Understanding of the impact technology problems have on customers.
• Ability to work in an environment where noise level is at times high due to open office concept.
• Ability to learn new technologies and products quickly and thoroughly.
• Application Support experience required, minimum 2 years.
• Good understanding of database concepts including database structure, backup and restore procedure and simple SQL queries.

Are You A Superhero?

If you believe you would be an asset to ArrowQuick, please submit your resume and cover letter to: