About the Company
At DFW Technology, we are a dynamic and growing IT company dedicated to delivering exceptional ICT managed services to our clients. Based in Richardson, TX, our team thrives in a collaborative and supportive environment, where innovation and efficiency drive our success. We value organization, attention to detail, and a passion for keeping our operations running smoothly.
About the Role
We are seeking a skilled and customer-focused IT Tech Support specialist to join our team. The primary responsibility of this role is to handle customer calls, provide technical support, and resolve issues efficiently using a ticketing system. This is a full-time, hybrid position based in Richardson, TX.
Key Responsibilities:
Customer Support: Answer incoming customer calls, diagnose technical issues, and provide clear, step-by-step solutions.
Ticketing System Management: Log, track, and resolve support tickets using a ticketing system, ensuring timely follow-ups and issue resolution.
Technical Troubleshooting: Address hardware, software, and network-related issues for customers, escalating complex cases when necessary.
Network Support: Diagnose and resolve network connectivity issues, leveraging strong knowledge of networking protocols and configurations.
Documentation: Maintain accurate records of customer interactions, solutions provided, and system updates.
Customer Service Excellence: Uphold a professional and friendly demeanor, ensuring a positive customer experience.
Requirements
Experience:
Minimum of 1 years of experience in IT technical support or a similar role.
Hands-on experience with ticketing systems (e.g., ServiceNow, Zendesk, or Jira Service Desk).
Proven customer service experience, preferably in a tech support environment.
Education: High school diploma or equivalent; associate’s or bachelor’s degree in IT, computer science, or a related field is a plus.
Skills:
Fluent in English, with excellent verbal and written communication skills for clear and professional customer interactions.
Strong knowledge of networking concepts (e.g., TCP/IP, DNS, DHCP, VPN, LAN/WAN).
Proficiency in troubleshooting hardware, software, and network issues.
Familiarity with Windows, macOS, and common business applications.
Attributes:
Strong problem-solving skills and a customer-centric mindset.
Ability to work under pressure and manage multiple tasks effectively.
Team player with a proactive and positive attitude.
Preferred:
Certifications such as CompTIA A+, Network+, or Cisco CCNA.