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Customer Technical Support Representative

Remote: 
Full Remote
Contract: 
Full time
Experience: 
Mid-level (2-5 years)
Work from: 
Missouri (USA), United States

Offer summary

Qualifications:

High School Diploma, 4 years of relevant experience.

Key responsabilities:

  • Provide expert-level technical support on hardware and software issues.
  • Guide and mentor lower-tier support personnel.
  • Manage incoming problem reports via phone and email.
  • Conduct root cause analysis for recurring problems.
  • Develop knowledge base for solution documentation.
OneZero Solutions logo
OneZero Solutions Information Technology & Services Scaleup https://www.onezerollc.com/
51 - 200 Employees
About OneZero Solutions
OneZero Solutions is an 8(a), Service-Disabled Veteran-Owned Small Business (SDVOSB) that is problem-solving and solutions-oriented. OneZero was founded in 2017 when our founder, Al Sowers, was medically retired from the United States Coast Guard (USCG). While Al could no longer serve on active duty, he wanted to continue serving and protecting his country. Al also wanted to promote the professional advancement of military veterans - especially disabled veterans like himself.OneZero specializes in cybersecurity operations, information assurance, computer network operations, solutions engineering, and project management in support of federal, state, and local government organizations. Employing professional, knowledgeable, and experienced personnel, OneZero strives to provide superior service and unparalleled results to our customers.Our industry-leading security experts have designed and implemented some of the largest secure networks in the world, and have implemented and managed numerous large-scale, enterprise-wide infrastructures focused on strategic compliance factors across multiple government and private sector organizations. With our people-first approach and methodology, we create customer-centric environments leveraging technologies to increase productivity throughout the workforce.For more information about OneZero Solutions, visit www.onezerollc.com.
See more OneZero Solutions offers

Job description

We are an employee-centric company that truly appreciates our team members and their value to our customers and the missions they support. We pride ourselves on being forward-leaning thinkers and fostering teams that are and continue to be technically proficient and technically capable across a comprehensive range of cyber mission areas. OneZero full-time employees receive an extremely competitive benefits package that includes health/dental/vision/life insurance plans, 401K with company matching, PTO & paid holidays, employee referral program, and educational assistance. Additional details can be found on our website at: https://www.onezerollc.com/careers/

Title: Customer Technical Support Representative

Location: St. Louis, MO/ HYBRID 2 days a week (1222 Spruce Street, USCG)

Clearance: Secret

Responsibilities

Provide expert-level technical support on complex hardware and software issues, leveraging specialized training to resolve advanced help desk inquiries efficiently.

Offer guidance and mentorship to lower-tier support personnel to ensuring they are equipped to handle technical challenges and escalate issues appropriately.

Respond to and manage incoming telephone and email problem reports and identify, replicate, and resolve hardware and software-related issues.

Conduct root cause analysis to diagnose symptomatic responses, isolate probable causes, and eliminate recurring technical problems.

Utilize Trouble Management Systems (TMS) and other error monitoring tools to track, manage, and document technical issues to ensure timely resolution.

Develop and maintain a knowledge base for documenting solutions to complex issues and facilitate continuous improvement and support efficiency.

Stay current with emerging technologies and best practices in technical support, ensuring the highest level of service is provided to all users.

Education: High School Diploma and 4 years of relevant experience

Desired Skills

Hardware and software troubleshooting on Windows Systems

  • Help Desk Support (Provide excellent customer service to all users)
  • Password Resets
  • SCCM
  • Ticketing Systems (ServiceNow and Netsuite)

Job Posted by ApplicantPro

Required profile

Experience

Level of experience: Mid-level (2-5 years)
Industry :
Information Technology & Services
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Root Cause AnalysisTechnical SupportEmerging TechnologiesHardware TroubleshootingHelp Desk SupportInternal Documentation

Other Skills

  • Mentorship
  • Problem Solving
  • Troubleshooting (Problem Solving)
  • Customer Service
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