Technical Support Representative III

As a Technical Support Representative III at TEKsystems, your primary responsibilities include providing exceptional Tier 3 technical support, diagnosing and repairing Windows Desktop software, and offering preventative maintenance advice to improve product usability. You’ll also monitor and report trends in hardware and software issues, maintain documentation for a secure computing environment, and collaborate with vendors to solve challenges effectively.

To be considered for the Technical Support Representative III position at TEKsystems, you should possess expert-level experience in desktop support, particularly with Windows 10, hardware imaging, and troubleshooting. A solid understanding of desktop engineering and proficiency in PowerShell is also essential. Ideal candidates will have a strong background in providing Tier 3 support and be capable of working well within a team-focused environment.

TEKsystems is committed to the professional growth of its employees, including Technical Support Representatives III. This includes continuous training and access to the latest technologies, mentoring programs, and leadership development opportunities, which ensure that you are well-equipped to handle the demands of technical support and advance in your IT career.

TEKsystems offers a competitive compensation package for the Technical Support Representative III position, with pay ranging from $30.00 to $35.00 per hour. In addition to competitive pay, benefits include medical, dental, and vision coverage, a 401(k) retirement plan, life insurance, short and long-term disability, health spending accounts, and generous paid time off policies.

The workplace environment for Technical Support Representatives III at TEKsystems in Thomasville, NC, is fully onsite, fostering collaboration among a diverse team of professionals. This hands-on atmosphere allows you to engage directly with your colleagues and clients, enabling swift problem resolution and a supportive team dynamic.

When answering this question, highlight specific instances where you diagnosed and resolved Windows 10 problems. Discuss the tools and methods you used, as well as the outcome of your interventions and how they improved user experience.

Share a systematic approach to prioritizing requests, such as assessing the severity of issues, the impact on operations, and deadlines. Mention any tools or techniques you use to ensure timely and effective support.

Discuss techniques such as active listening, empathy, and clear communication. Offer examples of how you've gone above and beyond to ensure customer satisfaction during previous support interactions.

Use the STAR method (Situation, Task, Action, Result) to outline a concrete experience where your input made a difference in a difficult troubleshooting scenario, emphasizing teamwork and collaboration.

Share your knowledge of industry best practices, such as regular software updates, vulnerability testing, and the importance of user education on security protocols. Providing examples of how you've implemented such practices will strengthen your response.

Highlight your commitment to continuous learning through professional development, attending industry conferences, participating in tech forums, and following relevant publications or online resources to stay current.

Discuss your experience creating and maintaining comprehensive documentation for troubleshooting procedures, FAQs, and user guides, emphasizing the importance of clear communication and organization in technical support.

Detail your experience with PowerShell scripting and automation tasks that you’ve accomplished to streamline support processes, improving efficiency and minimizing manual intervention in day-to-day operations.

Outline a specific situation where you worked alongside a vendor or partner to solve a technical challenge, showcasing your communication skills and ability to work within a team on complex problems.

Explain your problem-solving process, such as researching documentation, utilizing online resources, consulting with colleagues, or checking community forums to find a solution quickly and effectively.