Technical Support Specialist

Summary

Focus on networking or security that can troubleshoot, if not resolve, more complex issues and requests before escalation to Subject Matter Experts

Who we are

At SMS group, our people are our greatest asset. We offer an entrepreneurial environment that promotes a culture of innovation, growth, and inclusion. We offer company events, activities, and opportunities to participate in charitable initiatives that benefit the communities where we are located.

www.sms-group.us

What you'll do

• Provides the most efficient customer service to our users and will demonstrate knowledge and understanding of project specific procedures
• Utilize advanced technical skills to identify, analyze and resolve technical issues and tasks, including but not limited to installing and updating software and network troubleshooting while providing exceptional customer service
• Identify, research and resolve PC, laptop, and mobile phone issues
• Serve as an escalation point
• Provide second Level Call Center support, retaining ownership of requests and incidents until resolution is reached or escalation is required
• When warranted, escalate issues to internal subject matter experts and/or product vendors while communicating status to customers and coordinating resolution with relevant support teams
• Assist with IT services projects and initiatives
• Develop an understanding of key office workflows and make recommendations to improve the processes with technology

What you'll need

• 3+ years' work experience in information technology
• Enthusiastic and patient with ability to remain calm under pressure
• Ability to make strategic decisions within assigned scope of authority; exceptional critical thinking skills
• Strong analytical and creative problem-solving skills
• Knowledge of relevant tools and applicable software programs
• Involved technical understanding of industry standards and practices
• Ability to functions at a high level as a team player
• Ability to plan ahead, and to prioritize and coordinate activities, services, or schedules
• Strong experience with Windows laptops and PCs
• Mid-level knowledge of networking services (TCP/IP, DNS, DHCP, etc.) and permissions
• Basic understanding of enterprise firewalls/proxy servers
• Be able to work to tight deadlines and manage multiple work streams
• Experience with improving processes and procedures and creating technical documentation
• Contribute to the on-going development and improvement of the service desk provision
• Ability to communicate ideas in both technical and non-technical language
• Microsoft Certifications a plus

What we offer

Competitive compensation, medical/dental/vision coverage, paid vacation, paid holiday time, 401k with a company match, training, a tuition reimbursement program and more!

What we do

SMS group is the leading partner in the world of metals. We are an original equipment supplier offering comprehensive maintenance and spare part services for metals production, continuous casting and rolling (flat and long products), tubes, welded pipes, forging, non-ferrous technology, and heat treatment plants - all from a single source.

SMS group Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, religion, national origin, age, sexual orientation, disability, veteran status, gender identity or other categories protected by law. Employment is contingent upon successful completion of a drug screen and physical capacity profile test.