Technical Support Specialist

The Company:

Getac is comprised of a passionate team that takes pride in its our tight-knit culture. We are committed to our employee fulfillment by providing a flexible work schedule, honoring achievements, and maintaining a supportive working environment. Getac strives to promote an inclusive culture to create a workplace that reflects the diversity of the communities it serves. We are looking for growth mindset team members to help lead the way. We provide mobile rugged computing and video solutions, software, and cloud services to challenging work environments such as military, industrial, law enforcement, public safety, healthcare, and utility companies.

• We are a team full of employees that believe in by working together we win together.
• We offer a generous health care policy, PTO, and 401(K) with a 3% Contribution.
• We believe in making a difference every day.
• We offer performance-based bonuses.

The Position:

Getac has an opportunity for a Technical Support Specialist to join the team and provide proactive, responsive, and clear direction to current customers and internal Solutions Architects. The Tech Support Specialist will support our commitment towards providing exemplary service and surpassing customer expectations at every opportunity.

Essential Job Duties

• Maintain professional and friendly relationships with customers
• Provide exceptional customer service support and assistance to clients.
• Communicate with clients using phone and email correspondence to resolve issues.
• Troubleshoot complicated hardware and software issues.
• Perform troubleshooting in a live production environment.
• Organize, maintain, and update CRM ticketing system.
• Work as needed to fulfill caseload requirements which may include on-call duties.
• Assist in service duties as necessary
• Field customer questions about general functionality and usage of the software systems.
• Validate customer reported issues in a professional manner.
• Provide appropriate solution/escalation based on analysis of customer reported issues.
• Triage issues and escalate as necessary to L2 or L3 engineers

Experience & Education:

• 2+ years software/hardware technical support experience is required.
• Strong verbal and written communication skills are required.
• Network IT experience is preferred.
• Experience with Windows Server (OS, Networking) environment is required.
• Experience working with Law Enforcement/Military
• Familiarity with network security concepts including firewalls, anti-virus and IDS/IPS.
• Experience with wireless/wired networking and VPN solutions is a plus.
• Associate degree in electronics/IT (or equivalent professional certifications/experience) is preferred
• Education/Licenses/Certifications

Travel:

Minimum Travel for Company meetings.

The Location:

Getac is located in Irvine, CA but this position would be a hybrid (3 days in office) position located in our Bloomington, MN office.

Why Should You Apply?

• Great Benefits, interesting work
• Reasonable Hours to preserve a positive work/life balance
• Engaging, supportive culture – we have FUN!
• No outside recruiting is required

Equal Employment Opportunity:

Getac is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.