How To Apply
To apply, click on any job title below to view the full job description. At the bottom of each job page, you'll find a button to email your resume and cover letter directly to our recruitment team. The email will open with the position title pre-filled in the subject line.
If you don't see a role that fits but still want to introduce yourself, email us at recruitment@brocotec.com.
Please note: All roles are on-site in Houston, TX. We do not offer remote or hybrid positions at this time.
Job Description
Being a Level 1 Support Technician is a very important job! You are the initial face and impression on the customer from a support perspective. Customers are our number one priority at BroCoTec and our Level 1 Support Team is a key factor in maintaining a high level of satisfaction. The Level 1 Support Technician's primary responsibility is to provide initial contact with the customer and identify incident or request details.
Main Job Responsibilities:
- Answer Support chats with a smile!
- Clarifying BroCoTec Policies to Customers
- Filters Help Desk calls and provides basic support and troubleshooting, such as password resets, ticket routing and escalation to Level 2 and Level 3 support
- A Level 1 Support Technician gathers and analyzes information about the user's issue and determines the best way to resolve their problem
- Escalation to IT applications support or call for outside vendor maintenance (Level 4), as needed
- Level 1 may also provide support for identified Level 2 and Level 3 issues where automated solutions have already been provided and documented
- Monitor BroCoTec Servers and Alarms via Automate and escalate issues when appropriate
- Other duties as assigned by Team Leads, Supervisors
Knowledge Skills and Abilities (Expectation after 90 training period):
- Familiarity of Windows 2019 and 2022 Server
- Familiarity of Windows 11 and Mac OS
- Familiarity of Active Directory
- Skillful customer relationship techniques
- Ability to respond tactfully and courteously with customers who have inquiries and complaints
- Ability to operate a variety of office equipment (Printers, mobile phones, tablets, etc.)
- Ability to work in situations with hostile customers
- Ability to understand and carry out oral and written instructions
- Excellent oral and written communication skills
- Advanced typing skills
- Excellent team skills and proven ability to effectively interface with a wide variety of people
- Strong analytical and problem solving skills and ability to work in a detailed manner
- Ability to reboot servers
- Ability to adapt to rapidly changing corporate needs
- Dexterity of hands and fingers to operate a computer keyboard, mouse, and other devices