Technical Support
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Job Description
About Company:
Custom Truck One Source offers comprehensive solutions for specialized trucks and heavy equipment, including sales, rentals, aftermarket parts and service, equipment customization, remanufacturing, financing solutions, and asset disposal. They operate through an integrated network of locations across North America.
Job Description:
This is a Technical Support role at Custom Truck One Source. The primary responsibilities include providing technical assistance and support to users experiencing issues with computer systems, software, and hardware. This involves:
• Troubleshooting: Responding to queries via ticketing system, phone, or in person, diagnosing technical problems related to LAN/WAN and other systems, and performing remote troubleshooting using diagnostic techniques and pertinent questions.
• Problem Solving: Guiding customers through problem-solving processes.
• Installation and Repair: Installing, modifying, and repairing computer hardware and software.
• Information and Escalation: Providing accurate information on IT products/services, directing unresolved issues to higher-level support, and following up on customer status.
• Documentation and Improvement: Creating knowledge base documentation and suggesting improvements to procedures.
• Customer Service: Providing excellent customer service by being punctual, flexible, and maintaining excellent telephone etiquette.
• Teamwork: Collaborating with other team members.
• Continuous Learning: Updating job knowledge through educational opportunities, professional publications, and networking.
Key Skills and Qualifications:
• Technical Skills: Strong knowledge of MS Office (Word, Excel, Outlook). Familiarity with LAN/WAN concepts, computer hardware, and software installation/repair.
• Communication: Excellent verbal and written communication skills. Ability to explain technical issues clearly to non-technical users.
• Problem-Solving: Strong analytical and problem-solving abilities. Ability to troubleshoot and resolve technical issues efficiently.
• Customer Service: Excellent customer service skills. Patience, empathy, and the ability to build rapport with customers.
• Organizational Skills: Strong organizational and time-management skills. Ability to prioritize tasks and manage multiple issues simultaneously.
• Experience: At least one year of related experience and/or training, or an equivalent combination of education and experience.
• Work Ethic: A strong work ethic, the ability to work well with others, and the ability to complete tasks/projects in a timely manner.
Additional Information:
• Work Hours: Typically 8 AM to 5 PM, but may vary.
• Physical Demands: Primarily sedentary, with occasional lifting of up to 25 pounds.
• Benefits: Includes 401(k) with employer match, health, dental, vision, and life insurance, paid time off, STD/LTD, partner discounts, and employee development opportunities.
