Technical Support Specialist I

About the role

Amplix is a leading technology advisory firm that helps organizations accelerate business transformation through innovative technology. With 3,500+ customers nationwide, we deliver increased speed to value and reduced risk across the full IT ecosystem — from CX, IT infrastructure, cloud, and security to mobility and beyond. Through thousands of advisory engagements, we've influenced and optimized hundreds of millions of dollars in IT spend, helping clients build flexible, scalable, and resilient technology solutions that give them a strategic advantage. Joining Amplix means becoming part of a team that's shaping the future of IT advisory. Here, you'll have the opportunity to make an impact at scale, grow your career, and be part of a company that values your individual goals as much as our collective mission. Headquartered in Norwood, MA, with offices and remote employees across the country, Amplix is a national company with a close-knit culture. Our people share a common set of values and a passion for helping clients, partners, and each other succeed. Create exceptional experiences with every interaction Exemplify integrity, accountability & appreciation Improve lives of employees & customers Teamwork leads to greatness Evolve & innovate

As a Technical Support Specialist I, you'll provide friendly phone support for wireless requests from 8:00 a.m. to 8:00 p.m. EST. You'll troubleshoot issues, assist with MDM support, process activations, and manage warranty replacements, while also being available for after-hours calls if needed. You'll work with TSS II and SrTSS to handle client orders within a 4-hour service level agreement (SLA), implement process improvements, and manage inventory requests while ensuring we meet data security policies.

Responsibilities

• Handle incoming wireless requests via telephone from 8:00 a.m. to 8:00 p.m. EST.
• Assist with troubleshooting, MDM support, activations, and warranty replacements.
• Be available for after-hours call outs as needed.
• Manage client order activities, ensuring timely completion within a 4-hour service level agreement (SLA) in collaboration with TSS II and SrTSS.
• Identify, document, and implement at least one measurable process