IT Technical Support Specialist

Job Description

Join Our Team as an IT Technical Support Specialist!

Are you passionate about technology and dedicated to helping others? Do you excel in troubleshooting and enjoy delivering top-notch customer service? If so, we have the perfect opportunity for you! We are looking for a dedicated IT Support Specialist to join our dynamic team.

Location: Sugar Land, Texas

Position Type: Full-Time

About Us:

At Sun Com Mobile, we pride ourselves on being a top Authorized Retailer for Cricket Wireless. With over 350 retail locations across 11 states, we believe in fostering a collaborative and supportive work environment where your skills and expertise can truly shine. Join us and be part of a team that values innovation, continuous learning, and both customer and employee satisfaction.

Key Skills and Attributes:

• Communication Skills: Strong written and verbal communication skills, capable of communicating effectively and professionally with all levels of the company and outside vendors.
• Teamwork: Ability to work in a diverse team environment and effectively support the demanding needs of the company.
• Pressure Handling: Skilled at working under pressure and meeting deadlines even with shifting priorities.
• Initiative: Must be a self-starter with a high level of initiative.
• Attention to Detail: Exhibit strong organizational skills and the ability to handle multiple projects simultaneously.
• Confidentiality: Maintain confidentiality and exercise discretion.
• Strategic Thinking: Apply solid strategic thinking and problem-solving skills.
• Team Player: Be a collaborative team player.
• Empathy and Professionalism: Display excellent customer service skills, including a helpful and empathetic approach. Handle difficult customers and situations calmly and professionally.
• Feedback Encouragement: Encourage team members to provide continuous feedback to each other and share information openly.
• Mentorship: Ability to mentor and direct other team members to ensure task completion.
  
  

Key Responsibilities:

• Manage the full lifecycle of all escalated incidents, requests, and problems, including troubleshooting, research, investigation, isolation, and resolution.
• Collaborate with the team to manage all local hardware assets, assist with hardware upgrades, and track assets.
• Provide expert technical support for Ingenico iSC 250 series and Lane Series devices.
• Troubleshoot and resolve issues related to Windows PCs, software, and systems.
• Address and solve internet and ISP-related problems.
• Handle IP and landline phone troubleshooting.
• Utilize your advanced knowledge of Excel for various support tasks.
• Manage and resolve tickets using our ticketing system.
• Deliver exceptional support service to our Spanish-speaking employees.
  
  

Qualifications:

• Proficiency with Ingenico iSC and Lane Series Credit Card Machines.
• Strong expertise in Windows PC systems and software troubleshooting.
• Advanced troubleshooting skills for internet ISP issues and IP/landline phones.
• Working knowledge of Excel and ticketing systems.
• Fluency in Spanish is a must.
• Previous experience in the cell phone industry is a plus.
• Familiarity with IQ Metrix and desktop support is highly desirable.
  
  

What We Offer:

• A supportive and inclusive work environment.
• Opportunities for professional growth and development.
• Competitive salary and benefits package.
• A chance to work with a passionate and dedicated team.
• 401(k)
• Vision insurance
• Dental insurance
• Health insurance
• Paid time off
  
  

Schedule:

• Monday to Friday, 9 am to 6 pm
• On-call status on weeknights and weekends
  
  

Supplemental pay types:

• Bonus pay
  
  

Ability to commute/relocate:

• Sugar Land, TX 77478: Reliably commute or planning to relocate before starting work (Required)
  
  

Experience:

• Technical Support: 1 year (Preferred)
  
  

Language:

• Spanish (Preferred)
  
  

Company Description

Sun Com Mobile

We are a premier authorized retailer of Cricket Wireless with 300+ stores in 8 states. We are a growing retailer with an ever-expanding customer base.

At Sun Com Mobile, our mission is to be the partner of choice for Cricket Wireless by delivering exceptional customer experience to each and every customer along with providing a superior wireless value proposition.

Are you looking to further your career and join a team of dedicated, loyal and successful colleagues? Look no further - SunCom Mobile is the place for you.

Sun Com Mobile We are a premier authorized retailer of Cricket Wireless with 300+ stores in 8 states. We are a growing retailer with an ever-expanding customer base. At Sun Com Mobile, our mission is to be the partner of choice for Cricket Wireless by delivering exceptional customer experience to each and every customer along with providing a superior wireless value proposition. Are you looking to further your career and join a team of dedicated, loyal and successful colleagues? Look no further - SunCom Mobile is the place for you.