Picture yourself stepping into a role where your expertise in technology brings real, tangible solutions to those who need them most. Your day is filled with opportunities to diagnose, resolve, and explain complex technical issues with a blend of patience and compassion. As a Technical Specialist at Fixify, you’re more than just a problem-solver; you're a trusted advisor, a patient educator, and a calming presence in the midst of technological challenges. You're the go-to expert when others reach their limits, the calm voice that turns tech turmoil into tranquility.
At Fixify, we believe technology should be a facilitator of happiness, not a source of frustration. We're reimagining IT support as an experience that's akin to a digital hug – where people feel genuinely cared for, not just processed. Our vision? Transforming every groan at the sight of a ticket number into a sigh of relief, knowing they're in capable, empathetic hands.
If you're already hooked or simply curious to see if we're as passionate as we sound, keep reading. We promise, it's not just talk.
What We Can Do for You
- Continuous Learning: With access to the latest tools and resources, you're always ahead in the tech game.
- Career Growth: Chart a career path that's as dynamic as our industry, with opportunities to grow and excel.
- Recognition and Reward: We see your hard work and we celebrate it, ensuring that your efforts never go unnoticed.
- Flexibility and Balance: Embrace the best of both worlds with our hybrid working model, blending remote flexibility with the vibrant energy of our Cork office.
- Transparency: See the ‘why’ behind the decisions we make–even the ones we will get wrong.
- Startup Experience: Join a growing, early phase startup and have the opportunity to take the road less traveled.
What You Can Do for Us
- Deliver Exceptional Technical Support: Provide hands-on, personalized technical support that consistently achieves positive customer outcomes. You're not just resolving issues; you're enhancing each customer's experience with Fixify.
- Expert Problem-Solving: Rapidly diagnose and fix issues on the spot. Your ability to explain complex technical situations with patience and compassion is key in turning challenging scenarios into positive experiences.
- Mentor and Trainer: Actively train and mentor Help Desk Specialists, sharing your expertise to build a stronger, more capable support team.
- Trust Builder: Earn and maintain the trust of customers and team members by providing mentorship, sharing knowledge, and offering helpful tips and training.
- Shift Participation: Be an integral part of our support structure by participating in a shift rotation, providing comprehensive coverage during U.S. business hours (8 AM to 5 PM Eastern Time).
What You Should Bring With You
- Proven Experience: At least 2+ years in an IT support role, demonstrating your ability to handle complex technical scenarios and mentor others.
- Problem-Solving Skills: Strong capabilities in diagnosing and resolving complex technical issues, coupled with adeptness in quick decision-making and efficient issue resolution.
- Technical Proficiency: Expertise in productivity tools (Google Workspace, Microsoft 365, Slack), operating systems (Microsoft Windows, Apple macOS), and a working knowledge of networking, identity and access management, and help desk software (Zendesk, ServiceNow, FreshDesk). Familiarity with mobile device management platforms like JAMF is a plus.
- Communication and Interpersonal Skills: Excellent written and verbal communication abilities, along with the skill to forge strong connections with team members and customers.
- Adaptive Learner with a Collaborative Spirit: A quick learner, adaptable to dynamic environments, with a proven track record of collaborative problem-solving and a blend of empathy, analytical thinking, and curiosity.