Support Center Specialist II
Company: METRO
Location: Houston , TX
Category: Call Center, Professional, Information Technology
Job Type: Full Time
Posted: 7/19/2018

Responds to telephone calls in a call center environment to provide support to end users on a variety of hardware and software issues. Identifies, researches and resolves varying technical problems of a simple to complex nature. Utilizes an incident management system to document, track and monitor reported problems to ensure a timely resolution. Provides routine on-call support on nights and weekends. Performs duties in a safe, efficient manner and in compliance with all applicable rules and safety procedures.


  • Responds to end-user calls and applies troubleshooting principles and techniques to diagnose and resolve various problems from simple to complex.
  • Troubleshoots desktop computers and peripherals.
  • Documents, tracks and monitors assigned tasks via incident management system.
  • Reports recurring technical problems or related problems, which may indicate a pattern that needs to be investigated.
  • Contributes to the development of procedures, both internal to the call center, and for end-users.
  • Follows up with end-users to ensure problems have been resolved satisfactorily.
  • Assists with development of end-user training materials, and performs fundamental training when required.
  • Assists Support Center Specialist l in resolving routine and non-routine problems as needed.
  • Promotes safety awareness and follows safety procedures in an effort to reduce or eliminate accidents.
  • Performs other duties as assigned.

Minimum Qualifications/ Requirements:

  • High School diploma or equivalent required.
  • Associate's degree in a related field preferred.
  • Minimum two (2) years experience in a technical support environment.
  • Experience troubleshooting routine issues with Windows Operating Systems, Microsoft Office products, e-mail systems, printers, handheld devices, desktop computers, peripherals, and desktop applications.
  • Experience with an incident management tracking system.
     Must have technical knowledge to solve complex technical issues.
  • Strong customer support service skills. A+ certification preferred.
1900 Main
Houston , TX 77002
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