Note: The job is a remote job and is open to candidates in USA. System One is a provider of outsourced services, workforce solutions, staffing, and recruiting for technology, government, and other critical sectors. The Senior Customer Support Technician provides technical assistance to internal and external customers, diagnoses and resolves IT issues, prepares help desk incident reports, and supports hardware, software, network, telecommunications, and web-enabled technology solutions. The role supports mission-critical defense and government environments involving cyber, communications, intelligence, secure infrastructure, cloud, and emerging technologies.
Responsibilities
- A Customer Support Technician is responsible for providing technical assistance and support to internal and external customers, resolving IT-related issues, and ensuring customer satisfaction
- This includes answering customer inquiries, diagnosing and troubleshooting technical problems, providing solutions and workarounds, and escalating issues to higher-level support as needed
- The Customer Support Technician also contributes to the development and maintenance of technical documentation, knowledge bases, and training materials that help users effectively resolve issues and maximize system performance
- Utilizing your customer service and technical skills, you'll respond to and diagnose problems and answer queries regarding computer hardware, software, printers, network, and telecommunications systems by screening, referring, and diagnosing internal inquiries and work requests related to the maintenance of personal computers and associated systems
- The Senior Customer Support Technician will prepare help desk incident reports, assist in hardware and software evaluations, and support company-hosted web-enabled technology solutions
Skills
- • Associate's degree or equivalent experience plus a minimum of 1 year of relevant experience
- • Ability to facilitate SRT calls to expedite service recovery and restoration
- • Ability to monitor, verify configurations, and provide first-level triage of networked servers, storage, and other infrastructure devices
- • Creative thinking with the ability to multitask in a fast-paced environment
- • Team player who thrives in collaborative environments and contributes to team success
- • Commitment to ongoing professional development and continuous learning
- • Ability to identify opportunities to apply AI and automation for continuous improvement and innovation
Benefits
- 100% remote work
- Exposure to mission-critical systems supporting government and defense initiatives
- Advanced technologies in secure and highly regulated environments
- A collaborative team of innovative professionals focused on solving complex challenges
- Opportunities to expand your technical expertise while supporting meaningful missions
- Eligible employees: health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, and voluntary plans
- Participation in a 401(k) plan
Company Overview
Company H1B Sponsorship