Technical Support Specialist
Core
Provide first-line technical and operational support to SGS affiliates and external clients via phone and remote access, managing incidents from validation to resolution or escalation.
Role type
Senior IC technical support specialist
Builds
Incident resolution and knowledge base updates for SGS clients
Domain
Testing, inspection, and certification services
Deliverable
client delivery
Required skills
incident triage, remote troubleshooting, knowledge base management, MS Office proficiency, problem solving, cross-cultural communication
Preferred skills
Microsoft Certified Engineer, programming basics
Technologies
remote access tools, tracking tools, MS Office
Responsibilities
validate and classify incidents, determine resolution or escalation paths, record issues in tracking tools, update knowledge database with known solutions, monitor severity/priority 1 issues, participate in incident investigations and risk assessments
Seniority
Mid-level, hands-on IC
