Technical Support Representative

Secure-24 Southfield, MI

The Technical Support Representative role at Secure-24 is the Single Point of Contact (SPOC) for the IT support needs of our client base.

TSRs work in a fast-paced environment, and respond to incoming phone calls, chat support, monitoring alerts, and customer submitted tickets within defined Service Level Agreements (SLA).

Secure-24 looks for high potential candidates, who understand that though this is an entry level position that with a completion of pre-defined training and work objectives, promotions are available beginning in as short a time as 15 months.


* Proper handling of end user requests

* Keeping customers informed on the status of their requests

* Ability to talk-troubleshoot and type at the same time (solid documentation skills)

* Showing proper urgency for customer issues

* Resolution of level one issues - Following knowledgebase articles and procedures

* Identifying recurring issues

* Investigation of automated system alerts

* Troubleshooting and problem solving skills put to use daily

Team Focus:

* Person should desire to remain on the forefront of industry practices and technologies

* Takes personal responsibility for meeting commitments

* Ability to work quickly and accurately

* Motivated, wants to help people, desires to use new and creative ideas

* Eager to acquire new knowledge

* Responsible for meeting Technical Support Representative Scorecard Goals


* Understanding of the basics of Active Directory, Microsoft Server OS

* Comprehension of network basics, such as TCP/IP, Ping, Trace Route

* 1+ Years of technical support or IT desk side support

* Solid troubleshooting skills

* Fluent in English, valid Michigan Driver's License

* Ability to work in cross-functional teams

* Excellent oral and written communication skills

* Available for multiple shifts, including afternoons and/or overnights

* CompTIA+, Network+, or Security+ a bonus, but not required