Technical Support(Level 3)

Technical Support(Level 3) Job location-Remote but need to be close to Baltimore MD Project: This is for retail tech. This role requires supporting various branches/cafes in the DMV area. This role will be doing the backend support/resolving network/PC issues. On an average, this position will be working on 30-60 tickets a month. They need to be traveling to various branches for solving issues if they can't resolve it remotely. Rest of the time when not at onsite will work remotely. This position is 40 hours work but one should be ready to work after office hours when the branches close which will be compensated either to start late or next day can start late. They need to login to tickets & take care of the task which is required. Must Skills Required: Level 3 is required. Technical background with PC/Mac/Network gear/UPS. Relevant certifications, such as CompTIA A+, CompTIA Network+ or Google IT Support Professional Certificate can be advantageous. JD: High school diploma, GED or equivalent certification. Relevant certifications, such as CompTIA A+, CompTIA Network+ or Google IT Support Professional Certificate can be advantageous. Strong problem-solving skills. Excellent communication and interpersonal skills. Patience and ability to convey technical information to non-technical users. Understanding of cabling (testing, running, repairing). Flexibility to perform after-hours project work. Familiarity with a variety of operating systems (e.g., Windows 10, Windows 11, MacOS). Knowledge of hardware components and basic networking concepts. Ability to work independently and as part of a team. Preferred Qualifications: Bachelor's degree. 5+ years of experience as an IT professional. 2+ years of experience using Google Suite. Technical background with PC/Mac/Network gear/UPS. Troubleshooting skills to resolve technical issues. Able to work independently. Good written and oral speaking skills. Solid problem-solving. Ability to engage customers to help solve and teach resolutions. Responsibilities: Technical Support: Respond to and resolve user-reported technical issues via various communication channels, including phone, email or in-person. Troubleshoot hardware and software problems on desktops, laptops, mobile devices and other IT equipment. Install, configure and maintain operating systems, software applications and peripheral devices. User Assistance: Provide guidance on how to use software applications, troubleshoot common user errors and offer training and self-service tips when possible. Ensure a positive customer service experience by addressing user concern and inquiries promptly and professionally. Documentation and Knowledge Sharing: Create and maintain documentation for IT procedures, troubleshooting guides and knowledge base articles. Share knowledge with colleagues and end-users to empower them to resolve common IT issues independently. Continues Learning: Stay updated with emerging technologies and industry trends to enhance technical skills and provide innovative solutions.