Technical Support Specialist

As a Technical Support Specialist at NISC, your primary responsibilities include assisting with system administration for Linux and Windows Server environments, troubleshooting technical problems for our customers, and providing ongoing support via ACD and change requests. You’ll also engage in research to resolve issues and participate in collaborative projects, all while embodying NISC's commitment to shared values.

Preferred skills for a Technical Support Specialist at NISC include a basic understanding of Linux operating systems, Microsoft Windows Server setup, TCP/IP networks, as well as strong research and problem-solving abilities. Having excellent verbal and written communication skills, along with the capability to organize, prioritize, and adapt, will significantly enhance your effectiveness in this role.

While prior experience in the telecom industry is considered a plus, it's not a strict requirement for becoming a Technical Support Specialist at NISC. Candidates with a bachelor’s degree in a business-related field or equivalent experience are encouraged to apply, as we value skills and a willingness to learn over specific industry experience.

At NISC, a Technical Support Specialist typically follows a hybrid schedule where you can work from either our Lake Saint Louis, MO or Mandan, ND office. You’re expected to work a minimum of three days a week onsite with the potential to increase to full-time office work, all during standard hours of 8:00 AM to 5:00 PM Central Time, including some after-hours rotation.

NISC recommends a Bachelor's Degree in a business-related field for applicants seeking the Technical Support Specialist position. However, equivalent experience and a strong technical foundation can also be advantageous, helping candidates stand out in the selection process.

When answering this question, provide specific examples of your experience managing and troubleshooting Linux and Windows Server environments. Highlight any relevant projects or tasks, and demonstrate your understanding of how these systems operate together to provide efficient IT support.

In your response, outline your systematic method for troubleshooting, including identifying the issue, gathering data from the customer, testing solutions, and documenting the process. Emphasize the importance of communication and collaboration in resolving technical issues effectively.

Share a specific example, detailing the technical problem you faced, the steps you took to diagnose and solve it, and how your actions positively impacted the customer experience. This showcases your problem-solving abilities and dedication to customer support.

Discuss the various tools or software you’ve used for system administration tasks, such as monitoring systems, managing configurations, or handling user accounts. Be sure to highlight any familiarity with NISC-supported technologies as relevant.

Explain your approach to managing workload and prioritizing tasks based on urgency and impact. Detail strategies such as using ticketing systems, maintaining a clear communication line with customers, and effectively managing your time.

Talk about your commitment to continuous learning, including any professional development courses, certifications, or industry publications you engage with. This shows your enthusiasm for the field and commitment to improving your skills.

Demonstrate your ability to communicate complex information in an easily digestible manner. Share an example of a time you successfully made a technical concept understandable to a non-tech-savvy audience, emphasizing patience and empathy.

Provide details on a collaborative experience you had while working on a project or resolving issues. Highlight your role within the team, how you contributed, and the importance of teamwork in achieving a successful outcome.

This is your chance to highlight your skills, experiences, and values that align with NISC's mission and shared values. Discuss your relevant background, your commitment to excellent customer service, and your enthusiasm for the role.

Discuss the strategies you employ to maintain a positive customer relationship, such as active listening, empathy, clear communication, and follow-up. Illustrate how these techniques help build trust and ensure customer satisfaction.