Technical Support Specialist

Job Description

Sixt is looking for a Technical Support Specialist (onsite) to act as the Tier 1 primary point of contact within the company for strategic guidance, technical solutions, and problem resolution. This position provides onsite and remote support to our internal clients who have critical response time requirements for their business technology systems.

The ideal candidate will have strong basic help desk skills enabling them to serve as an escalation point for the Tier 1 Help Desk to resolve complex issues. This position requires providing a premium level of support with quick and clear responses to our customers.

This role is onsite from Monday through Friday - Schedule 1pm - 9pm

Key Responsibilities:

• Install, modify, and make minor repairs to computer hardware, software, networks, and databases

• Resolve all assigned ITSD Tickets and provide support to Tier 1 escalations

• Maintain an SLA of 2 business days on all tickets for the business

• Maintain system functionality by testing computer components

• Provide feedback to the IT Ops Manager on customer-facing issues

• Consult with users to determine appropriate hardware and software needs, and assist in placing orders

• Maximize computer systems' capabilities by studying technical applications and making recommendations

• Confirm program objectives and specifications by testing new programs, comparing them with established standards, and making modifications

• Evaluate vendor-supplied software by studying user objectives and testing software compatibility with existing hardware and programs before and after purchase

• Train users on new software in person or through a variety of tutorial channels, including self-guided training videos, user manuals, and digital instruction pages

• Keep up to date on technical advancements by attending educational workshops, reviewing professional publications, and participating in professional societies

• Prepare reference material for users by drafting operation instructions

• Update the IT Knowledge base directory with new help items for troubleshooting

• Other duties as assigned