Technical Support Specialist

Roles & Responsibilities

• Handle customer support requests, including ticket triage, prioritization, troubleshooting, customer communication, escalation, and resolution of issues involving software, hardware, networking, and operational systems.
• Assist in troubleshooting and diagnosing technical issues and implement approved solutions when appropriate.
• Escalate complex issues to senior team members or other departments as needed.
• Maintain clear, timely, and professional communication with customers regarding support requests and issue status.
• Create and update knowledge base articles, troubleshooting guides, and support documentation.
• Document troubleshooting steps, resolutions, and customer interactions within support systems.
• Absorb and perform initial configuration and validation of servers, workstations, and supporting systems prior to deployment.
• Identify recurring issues and share observations with the support team to help improve customer experience and operational efficiency.
• Participate in process improvement initiatives and ongoing training opportunities to expand technical knowledge and support capabilities.

Requirements

• 1-3 years of experience in technical support, customer support, IT support, help desk, or a related customer-facing technical role.
• Demonstrated technical troubleshooting and problem-solving skills.
• Strong verbal and written communication skills.
• Ability to explain technical concepts and instructions to both technical and non-technical users.
• Strong customer service skills with a professional and positive attitude.
• Good organizational skills and the ability to manage multiple tasks and priorities.
• Effective time management skills and attention to detail.
• Experience using Windows operating systems and common desktop applications.
• Basic understanding of networking concepts, including DHCP, DNS, subnetting, and general connectivity troubleshooting.
• Familiarity with ticketing systems, help desk platforms, or customer support software.
• Ability to use logs, diagnostic tools, documentation, and other resources to assist with troubleshooting.
• Ability to work independently as well as collaboratively within a team environment.
• Willingness to learn new technologies and adapt to changing business needs.

Preferred Qualifications

• Experience providing customer service or technical support in an education, entertainment, technology, gaming, immersive technology, or virtual reality environment.
• Familiarity with remote support tools and SaaS-based applications.
• Exposure to scripting or automation technologies such as Python, XML, batch files, PowerShell, or command-line tools.
• Familiarity with entertainment and AV technologies such as DMX, Dante, or similar technologies.
• Experience creating or maintaining technical documentation, knowledge base articles, or support procedures.
• Interest in learning site deployment, commissioning, and system validation processes.