IT Customer Support Specialist 2

Houston, TX, USA Req #264

Tuesday, January 7, 2025

MORE THAN A JOB! If you are an ambitious individual looking for a fulfilling and challenging career, you can find it at one of Jones Capital's family of companies. Today, our companies are pushing the boundaries of what's possible, yet still holding true to the values that founded our first company in 1949. That's why working with us is more than a job, it's a rewarding lifelong experience. WANT TO HELP SHAPE THE FUTURE OF AN INDUSTRY? BECOME ONE OF JONES!

Job Summary

We are seeking a skilled Level 2 IT Support Specialist to join our team at Jones Capital. The ideal candidate will provide advanced technical assistance to our internal customers, helping them resolve complex issues related to computer systems, software, and hardware. The Level 2 IT Support Specialist will deliver outstanding customer service, ensuring high levels of customer satisfaction and loyalty.

Duties & Responsibilities

• Advanced Technical Support: Respond to customer inquiries via phone, email, or chat. Assist in troubleshooting complex technical issues and guide customers through detailed, step-by-step solutions.
• Issue Escalation: Take escalations from Level 1 specialists and resolve within SLA.
• Documentation: Maintain detailed records of customer interactions, including issue descriptions and advanced troubleshooting steps. Update the internal knowledge base as new complex issues arise.
• Use root cause analysis from helpdesk Incidents to engineer solutions that will improve efficiency and enhance user experience.
• Customer Guidance: Assist customers with frequently asked questions regarding software or hardware and refer them to self-help resources when applicable.
• System Monitoring: Monitor system alerts and escalate any concerns about system performance to senior staff.

Qualifications

• Associate's degree or technical certifications in IT are required; a bachelor's degree is a plus.
• 3-7 years of experience in IT support roles, with a focus on advanced troubleshooting.
• Strong desire to learn and grow in a technical support role.
• Excellent communication skills, with the ability to explain complex technical concepts to non-technical users.
• Strong work ethic and adherence to Jones' Core Values.

Technical Skills

• Advanced knowledge of Windows and/or Mac operating systems, Microsoft 365, and common software applications.
• Proficiency in Microsoft 365 administration, including Exchange Online, SharePoint Online, and Teams, and Endpoint Manager.
• Ability to deploy and troubleshoot advanced networks. (e.g., VLANs, VPNs, and firewall configurations).
• Preferred knowledge of IT Service Management tools or ticketing systems and remote troubleshooting tools.

Key Competencies

• Strong attention to detail and willingness to learn.
• Excellent communication and interpersonal skills.
• Ability to follow standard procedures and prioritize tasks.
• A team player with a positive attitude.

Location

• Houston Texas

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We are proud to be recognized by Mississippi Business Journal as one of the best places to work in Mississippi. It's the result of our focus on our employee's well-being with a host of innovative efforts, including continuing education, health and wellness initiatives and family focused events that recognize and reward our employees on a regular basis.

Other details

• Job Family Jones Companies, LLC
• Pay Type Salary