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Technical Support Specialist (L1)

Vancouver, BC
Full Time
4 days ago

Absolute's Technical Support Specialist (L1) resolves customer technical and service issues in a timely and effective fashion for Absolute's Home & Office and Corporate products using strong customer service and technical skills. As such, technical aptitude, empathy, and ability to multitask are crucial.

We operate a follow-the-sun support model with our other support centres and some working hour flexibility is required (including periodic on-call requirements). There are no swing shifts or night shifts in the normal rotation.

You will be joining a team of accomplished support professionals that are respected across the organization for the value they bring to our customers and to the Absolute business.

What You Will Need:
  • Excellent technical troubleshooting and issue documentation skills
  • Experience of installation, configuration and troubleshooting of Windows Desktop, Mac, and Android operating systems
  • Good understanding of software deployment solutions
  • Good knowledge of firewalls, anti-virus, and encryption products
  • Understanding of LAN/WAN networking configuration
  • Experience with one or more CRM or ticket tracking systems
  • Outstanding customer service skills
  • Excellent communication skills, both verbal and in written
  • Initiative, tenacity, and a real desire to help and support customers
  • A proactive mindset to go beyond basic case work
  • Ability to prioritize and manage a high workload within a fast-paced environment
  • Able to work independently whilst also contributing to the team
  • Ability to work fully remote, or in an office setting
  • 1+ years in a similar or complimentary role

Preferred Skills & Qualifications:
  • Experience writing and using basic database queries
  • Ability for, and experience with, reading systems logs
  • Scripting (PowerShell and/or Bash)
  • Microsoft MSP/MCSA/MSCE
  • CompTia A+, Network+, Security+
Customer Service and Support