1-3 years of experience
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Employment Type:
Full time
Job Category:
Information Services
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Technical Support Representative Bi-Lingual (Spanish...
Secure-24 | Southfield, Michigan
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Job Description


The Technical Support Representative role at Secure-24 is the Single Point of Contact (SPOC) for the IT support needs of our client base.

TSRs work in a fast-paced environment, and respond to incoming phone calls, chat support, monitoring alerts, and customer submitted tickets within defined Service Level Agreements (SLA).

Secure-24 looks for high potential candidates, who understand that though this is an entry level position that with a completion of pre-defined training and work objectives, promotions are available beginning in as short a time as 15 months.


* Proper handling of end user requests
* Keeping customers informed on the status of their requests
* Ability to talk-troubleshoot and type at the same time (solid documentation skills)
* Showing proper urgency for customer issues
* Resolution of level one issues - Following knowledgebase articles and procedures
* Identifying recurring issues
* Investigation of automated system alerts
* Troubleshooting and problem solving skills put to use daily

Team Focus:

* Person should desire to remain on the forefront of industry practices and technologies
* Takes personal responsibility for meeting commitments
* Ability to work quickly and accurately
* Motivated, wants to help people, desires to use new and creative ideas
* Eager to acquire new knowledge
* Responsible for meeting Technical Support Representative Scorecard Goals


* Understanding of the basics of Active Directory, Microsoft Server OS
* Bi-Lingual (Spanish Speaking)
* Comprehension of network basics, such as TCP/IP, Ping, Trace Route
* 1+ Years of technical support or IT desk side support
* Solid troubleshooting skills
* Fluent in English, valid Michigan Driver's License
* Ability to work in cross-functional teams
* Excellent oral and written communication skills
* Available for multiple shifts, including afternoons and/or overnights
* CompTIA+, Network+, or Security+ a bonus, but not required


About Secure-24

Secure-24 is a premier provider of information security and managed hosting services. We specialize in managed hosting, disaster recovery, and services for enterprise-level, business-critical applications. Performance, security and high availability are paramount to the fulfillment of our business model. Our passion for excellence and customer success means that whether we host your SAP R 3 applications, perform data replication, or help you maintain compliance with Sarbanes Oxley, we will work with you personally to make sure those processes operate seamlessly. Secure-24 takes advantage of our class V data centers in Michigan and Arizona to provide a high security, high availability, failover-capable environment for our solutions. Our business model allows us to take advantage of economies of scale in providing premier, fully managed hosting solutions, at a minimal cost.

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