IT Support Specialist in West Seneca, NY


Sonwil Distribution Center Posted: 2021-11-23

West Seneca, NY 14224

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Sonwil Distribution is avidly seeking to add an IT Support Specialist to our growing team!! The Support Specialist is a customer service oriented technical resource who provides support to users in an efficient and accurate manner. This position is the front line to technology and provides basic assistance with basic technical problems and provides guidance and support for all areas of the company. The goal of this team is to resolve user and customer issues where possible, and to act as the user/customer advocate for issues which must be escalated to other skilled staff.

Responsibilities:

Provide first level contact and convey resolutions to customer issues
Properly escalate unresolved issues to specific skilled staff while keeping customer updated
Track, route and redirect problems to correct resources
Update customer data, execute procedures, and evaluate data to resolve issues
Walk customers through problem solving process
Gather all necessary information to fully understand problem
Follow up with customers, provide feedback and see problems through to resolution
Utilize excellent customer service skills and exceed customer expectations
Ensure proper recording, documentation and closure of all issues
Recommend procedure and application modifications and/or improvements
Preserve and grow you knowledge of help desk procedures, products, services, and SOPs
Conduct routine audits of vital system areas and log any anomalies/findings, follow up on resolution of those issues.
Experience and Skills
A Bachelors Degree in Computer Science, Information Technology, or comparable 2-4 years in IT support.
Proven working experience in providing help desk support
Proficiency in English, ability to speak a second language is also desirable
Working knowledge of Microsoft operating systems and office applications
Strong client-facing and communication skills
Advanced troubleshooting and multi-tasking skills
Customer service orientation
Attention to detail and process oriented mindset
Knowledge of logistics, third party distribution, and/or transportation extremely helpful

Call Today 716-391-1594 for more information!!
or
Apply below with resume

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