Technical Support Specialist

Join to apply for the Technical Support Specialist role at MEC (Mayville Engineering Company, Inc.)

MEC is seeking a Technical Support Specialist to be based in either Milwaukee or Mayville, Wisconsin.

This person will ensure proper computer operation so that end users can accomplish business tasks. They resolve end user requests for assistance.

Responsibilities

• Provides first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues. Builds rapport and elicits problem details from service desk customers.
• Prioritizes incidents and service requests according to defined processes to meet defined service level agreements (SLAs).
• Escalates incidents with accurate documentation to suitable technician, when required.
• Records, tracks, and documents the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Troubleshoots and diagnoses malfunctioning equipment. Researches solutions through internal and external knowledge base as needed.
• Performs hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined. Tests fixes to ensure an incident has been adequately resolved.
• Performs preventative physical, including checking and cleaning of workstations, printers, and peripherals, and technical maintenance, such as regular network and software upgrades.
• Develops help sheets and FAQ lists for end users. Contributes to technician knowledge base as needed. Supports manufacturing environment IT related hardware.
• Identifies areas and provides suggestions for continual improvement.
• Performs other duties as assigned.

Qualifications

Job Skills Requirements

Educational Requirements

Experience Requirements

Seniority level

Employment type

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Industries

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