Technical Support Specialist

We are currently looking for Technical Support Specialist to troubleshoot and resolve equipment-related issues for our customers. Your role will be critical in ensuring smooth operations and excellent service experiences.

Responsibilities

• Triage and resolve customer-reported equipment issues or escalate to vendors as needed
• Monitor equipment uptime and performance; coordinate with vendors when issues arise
• Act as the key liaison between manufacturers and on-site technicians
• Communicate with customers and field technicians via Zoom and other platforms
• Follow up with equipment manufacturers, network providers, and internal support teams to resolve outstanding tickets
• Collaborate closely with the team through daily stand-up meetings and other communication channels

Qualifications & Skills

• Associates or Bachelors degree preferred (EE, ECE, CoE, Computer Science, or IT)
• Willingness to work after-hours, including nights and weekends (with prior notice)
• Solid understanding of Ethernet network access, configurations, and IP-based routing
• Experience with wireless carriers, including managing data lines and provisioning accounts
• Familiarity with databases and ability to develop scheduled reports for weekly metrics
• Previous experience in Help Desk or Customer/Technical Support roles preferred
• Basic knowledge of electricity and electronics
• Strong verbal and written English communication skills
• Soft skills: Customer service, quality focus, flexibility, and attention to detail
• Minimum of 2 years experience working with business users and developers to address and resolve technical issues