RICOTECK Recruitment Services | Full time
Technical Support Specialist
Scarborough, Trinidad and Tobago | Posted on 02/01/2025
Position Title: Technical Support Specialist
Department: Client Services / IT Support
Reports To: Chief Technical Officer
Location: IT Operations and Service Center | Mackerspace | STEAM Lab
Job Type: Full-Time / Part-Time
Position Overview
The Technical Support Specialist at RICOTECK Limited is a vital part of our client‑centric approach, providing exceptional technical assistance and support to both internal teams and external clients across our diverse service offerings. As a Technical Support Specialist, you will act as the first line of defense for those experiencing technical difficulties, ensuring that issues are resolved promptly and efficiently to maintain high levels of client satisfaction. Your expertise will be crucial in supporting a variety of services. Your ability to diagnose and resolve technical problems, communicate effectively with clients and colleagues, and maintain a customer‑centric approach will be essential to ensuring client satisfaction and upholding RICOTECK's commitment to delivering exceptional service. This role requires a combination of technical expertise, problem‑solving skills, and a collaborative mindset to contribute to the success of our diverse service offerings and empower our clients through technology solutions.
Key Responsibilities
* Provide first‑line technical support to clients via phone, email, chat, or in‑person, demonstrating patience, empathy, and a commitment to resolving issues and answering queries related to software, hardware, or services across RICOTECK's diverse offerings.
* Diagnose, troubleshoot, and resolve technical issues promptly and efficiently, utilizing technical knowledge and problem‑solving skills to identify root causes and implement effective solutions, escalating complex problems to the appropriate team when necessary.
* Assist the client relations team in addressing and resolving customer queries and technical problems, collaborating effectively to ensure that all issues are tracked, followed through to resolution, and documented appropriately for future reference.
* Guide clients through step‑by‑step troubleshooting processes, providing clear and concise instructions to resolve technical issues, empowering clients to utilize technology effectively and minimizing downtime or disruption.
* Maintain up‑to‑date knowledge of RICOTECK's products, services, and systems, including printing technologies, computer hardware and software, network configurations, security solutions, and cloud services, to offer accurate and efficient solutions to clients.
* Collaborate with internal teams, including IT, engineering, and client relations, to address complex issues, share information, and deliver comprehensive solutions that leverage the expertise of different departments and service areas.
* Document client interactions, technical issues, and resolutions in the company's support system, maintaining accurate records to facilitate knowledge sharing, identify trends, and support ongoing improvement initiatives.
* Assist in product or system testing, identifying and reporting technical problems, bugs, or issues that may affect client satisfaction, contributing to the continuous improvement of RICOTECK's service offerings.
* Provide feedback to the product development or engineering teams based on client experiences and technical issues encountered, helping to improve the company's offerings and enhance client satisfaction.
* Conduct technical training or demonstrations for clients, providing clear and concise explanations to help them better understand how to use company products or services, empowering them to utilize technology effectively.
* Stay updated on industry trends, new technologies, and software/hardware updates to provide informed technical support to clients, ensuring that solutions and recommendations are current and relevant to their needs.
* Perform other duties as assigned to support the overall success of RICOTECK and fulfill obligations to clients and stakeholders.
* The role will be based in the office, with potential for some field work or remote support depending on the nature of client requests and service requirements.
* The position may involve occasional evening or weekend shifts, depending on customer needs and system down times, demonstrating flexibility and a commitment to providing timely support.
* Some physical activity may be required, such as lifting equipment or setting up systems, necessitating the ability to perform light to moderate physical tasks as needed.
Requirements
Qualifications
* Associate or Bachelor's degree in Information Technology, Computer Science, or a related field (or any combination of qualifications and equivalent experience).
* Certification in technical fields such as CompTIA A+, Network+ and Security+, ITIL, or other relevant certifications, demonstrating a commitment to professional development and industry best practices.
* Experience with specific technical products, systems, or software relevant to RICOTECK's service areas, demonstrating specialized knowledge and expertise in areas such as printing technologies, IT infrastructure, or security solutions.
* Knowledge of network systems, cloud platforms, or industry‑specific technical tools, enhancing the ability to support RICOTECK's diverse service offerings and client environments.
* Familiarity with ticketing systems or customer service platforms (e.g., Zendesk, Jira, ServiceNow), facilitating efficient tracking and management of support requests.
* Strong understanding of computer systems, software applications, and basic troubleshooting techniques, with the ability to apply this knowledge to support RICOTECK's diverse service offerings.
* Excellent problem‑solving and analytical skills, with the ability to diagnose and resolve technical issues efficiently and effectively, minimizing downtime and ensuring client satisfaction.
* Strong verbal and written communication skills, with the ability to explain technical concepts to non‑technical clients in a clear, concise, and understandable manner.
* Ability to manage multiple tasks and work under pressure while maintaining a high level of client satisfaction, demonstrating composure, efficiency, and a customer‑centric approach.
* Experience with ticketing systems and documentation tools, ensuring accurate record‑keeping and efficient management of support requests.
* A customer‑centric mindset with a focus on delivering excellent service, exceeding client expectations, and contributing to a positive support experience.
Preferred Skills
* Technical Proficiency: Possesses a strong foundation in technical knowledge and skills relevant to RICOTECK's service offerings, demonstrating expertise in troubleshooting, problem‑solving, and providing technical assistance.
* Client‑Centric Approach: Demonstrates a genuine commitment to client satisfaction, providing timely and effective support, addressing concerns with empathy, and ensuring a positive client experience.
* Communication and Interpersonal Skills: Communicates clearly and effectively with clients, colleagues, and stakeholders, explaining technical information in a way that is easy to understand and building rapport to foster positive relationships.
* Problem‑Solving and Analytical Skills: Approaches challenges with a logical and analytical mindset, effectively diagnosing issues, identifying root causes, and implementing solutions to ensure efficient service delivery.
* Adaptability and Flexibility: Thrives in a dynamic environment with varying tasks and support requests, demonstrating adaptability to changing priorities and the ability to manage multiple issues concurrently.
* Teamwork and Collaboration: Works effectively as part of a team, collaborating with colleagues across different departments and service areas to achieve shared goals and provide comprehensive support to clients.
* Continuous Learning: Stays abreast of industry trends, new technologies, and best practices in technical services to enhance expertise and contribute to the continuous improvement of support offerings.
Paid time off (PTO)
Performance‑based bonuses
Grade 2 - 3
Ricotek Recruitment Services is an equal opportunity employer and fully committed to diversity and inclusion.
Application Process
Qualified candidates are encouraged to submit their resume and cover letter to the Finance and Administration Director at the address below no later than February 26, 2025.
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