About the Company: The organization operates in the professional and IT services industry, focusing on software solutions related to capture, workflow, and print management. It addresses the challenges of post-sales software support by delivering remote technical assistance to a wide range of users including dealers, field technicians, and end customers. The organization supports a broad portfolio of IT and professional solutions intended to enhance operational workflows and document management.
About the Role: The IT Software Helpdesk Support role provides specialized post-sales technical support for professional and IT-based software solutions. This position is responsible for resolving complex software incidents through remote troubleshooting, testing in lab environments, and collaboration with vendors and engineering teams. The role ensures customer issues are accurately diagnosed and resolved, contributing directly to customer satisfaction and service reliability.
Responsibilities:
- Respond promptly and professionally to escalated incidents from Level 1 support
- Evaluate and take ownership of technical issues, documenting inquiries accurately
- Maintain detailed records in incident management systems with focus on resolution
- Conduct independent testing in lab environments to replicate and solve problems
- Use lab equipment and remote tools for troubleshooting and restore equipment afterward
- Provide specialist-level support for unresolved Level 1 incidents
- Coordinate resolution and recovery efforts for assigned incidents
- Perform billable customer work following defined service order processes
- Apply knowledge of networking, databases, scripting, security, and business processes
- Serve as subject-matter expert in at least three IT or professional service disciplines
- Assist with software installations in customer environments as needed
- Develop technical solutions for escalated incidents with wider scope
- Create and update internal documentation and knowledge base content
- Support senior analysts in training development for support tiers
- Maintain assigned hardware and software, ensuring up-to-date configurations
- Recommend billable services based on understanding of customer needs
- Use diagnostic tools and documentation to assess software failures
- Interface with customer IT departments to resolve issues
- Maintain technical certifications and complete required training
- Diagnose and resolve application, hardware, and connectivity issues, including coordination with on-site staff
- Collaborate with Customer Services to ensure issue resolution and satisfaction
- Manage daily administration of professional and IT service systems of record
- Perform other duties as assigned
Qualifications:
- Bachelor’s degree in Computer Science, Information Systems, Engineering, or related field, or equivalent experience
- Minimum 4 years of technical support or industry experience; 5+ years preferred
- Proficiency with MS Office Suite, SNOW, Five9, and Visio preferred
- Required certifications: CompTIA A+, CompTIA Network+
- Additional certifications may be required based on supported technologies (CNA, CNE, MCP, MCSE, CDIA+, etc.)
- Strong skills in systems analysis, problem diagnosis, and resolution
- Ability to analyze complex data from multiple sources to identify and solve issues
- Expertise in two or more areas such as workflow, print management, networking, operating systems, cloud solutions, IT, or electronic document management
- Effective verbal and written communication skills, including with non-technical users
- Initiative, self-motivation, and strong customer service abilities
- Project management skills including communication, leadership, and organization
- Ability to learn quickly and adapt to evolving technologies
- Advanced knowledge of computer operating systems, servers, and network environments
- Strong interpersonal, time management, and organizational skills
Pay Range and Compensation Package: The pay range and compensation package for this role will be determined based on the candidate’s experience, skills, and other relevant factors.
Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note: RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.