Customer Support Technician I

This is a fully remote position, open to applicants in Alabama, +4 more states.

📋 Description

• Provide post-sales customer support for the MSI Flex Computer Aided Dispatch solution.

• Address technical queries and resolve issues for customers utilizing Flex proprietary software in both Windows and Linux environments.

• Offer support for additional MSI products as needed.

• Deliver first- and second-level technical assistance through phone, email, chat, and in-person interactions.

• Diagnose and resolve problems involving hardware, software, operating systems, network connectivity, and applications.

• Configure, deploy, and maintain desktops, laptops, mobile devices, and peripherals.

• Install, configure, and provide ongoing support for software applications.

• Assist with network diagnostics and troubleshoot basic network and connectivity issues.

• Create and maintain documentation for the knowledge base.

• Escalate complex problems to higher-level support teams or subject matter experts.

• Follow up with end-users to ensure complete resolution of issues.

• Implement ITIL and other relevant IT service management best practices.

• Maintain flexibility for shift work and participate in on-call rotations.

⛳️ Requirements

• High School Diploma.

• Over 2 years of experience in Technical Support.

• Proven hands-on experience in a dedicated technical support capacity.

• Strong understanding of Windows and/or Linux operating systems.

• Experience in troubleshooting both hardware and software issues.

• Familiarity with networking concepts and protocols, including TCP/IP, DNS, and DHCP.

• Experience in providing support for mobile devices, including iOS and Android.

• Excellent problem-solving and troubleshooting skills.

• Strong verbal and written communication abilities and interpersonal skills.

• Capability to work effectively both independently and as part of a team.

• Ability to manage and prioritize multiple tasks concurrently.

• Demonstrated dedication to customer service excellence.

• Ability to obtain background clearance as mandated by government clients.

• Legal authorization to work in the U.S. indefinitely.

• Relevant IT certifications are preferred, such as CompTIA A+, Network+, and Microsoft Certified Professional.

• Experience with help desk ticketing systems is preferred, including Zendesk, ServiceNow, and Jira.

• Familiarity with remote support tools is preferred.

• Knowledge of the ITIL framework is preferred.

• Experience with PowerShell or Python is preferred.

• Experience with AWS, Azure, or Google Cloud is preferred.

• Fluency and experience with AI-enhanced productivity tools is preferred.

• Ability to work shifts and participate in on-call rotations.

🏝️ Benefits

• Incentive Bonus Plans.

• Medical, Dental, and Vision benefits.

• 401K with Company Match.

• 10 Paid Holidays.

• Generous Paid Time Off Packages.

• Employee Stock Purchase Plan.

• Paid Parental & Family Leave.

• Under 10% travel requirement.

• Remote work arrangement.

• No relocation required.