Senior Support Specialist

October 25

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Information Technology Outsourcing (ITO) • Non Voice Outsourcing/Back End Office • Voice Outsourcing - Customer Service • Project Outsourcing • Offshore Staff Leasing

1001 - 5000

Description

• The Senior IT Support Specialist will have dual responsibilities, one, providing technical expertise to resolve escalated incidents and issues associated with the IT platform and two, directing a Support Services Team in support of 700+ employees across multiple geographic locations. • This role is responsible for leading and overseeing all support service elements to include ticket management, PC imaging/deployments, PC hardware/software inventories, PC maintenance/support, mobile devices maintenance/support, and among others. • Troubleshoot, diagnose, and resolve technical hardware and/or software issues. • Serve as the escalation person for other support services team members. • Work closely with the team to resolve problems and provide mentoring. • Develop and lead new user IT orientation, onboarding, and training program. • Ensures SLAs are being met, triaging, and delegating tickets to technicians maintaining customer satisfaction. • Strong sense of ownership and accountability to identify tasks and see them through to completion. • Maintains knowledge base and works with management on creating/updating standard operating procedures. • Provide guidance and explain policies and procedures to IT support staff and end-users. • Schedule and proactively manage regular hardware and software upgrades for employees. • Administration of the company’s basic technology platforms (Microsoft Office 365, Teams, SharePoint, IP Phones, MDM, Remote tools, SCCM, etc.), including configuration and account creation/deletion. • Work closely with Supervisor of Support Services on special projects. • Collaborate with the IT and business manager(s) to brainstorm on ideas and strategies to enhance excellent customer experience in the organization. • Design and update IT products or services offering. • Install, test and configure personal computer devices, peripheral equipment and software. • Responsible for maintaining technical documentation on installation of software, configuration of hardware and problem troubleshooting. • Maintain, and implement where necessary, a highly accurate, maintained asset inventory, end-to-end asset management process, and accessible information database with automated, on-demand management reporting. • Identify and implement improvements on procedures and processes. • Actively participate in change control meetings and system maintenance activities. • Performs other duties as assigned. • Oversee the activities of all support services members to ensure that they deliver excellent customer service and provide customer guidance. • Mentor, train, and groom junior members in the support services team.

Requirements

• Bachelor’s degree in computer science or other related field with 5+ years of experience in a Help Desk environment or relevant experience. • ITIL Processes Knowledge. • Hands on experience with incidents and requests ticketing system (FreshService or ServiceNow). • Capable of lead innovation initiatives, process improvement and standardization within the IT organization. • Deep working knowledge supporting and maintaining Microsoft Windows 10 and Windows compatible applications in an enterprise environment. • Knowledge of core technologies including but not limited to Active Directory, WAN/LAN/Wi-Fi, Core Networking, Cloud Services, Video Conferencing fundamentals and printing. • Hands on experience setting up and troubleshooting mobile devices. • Experience with Endpoint Client Security software. • Ability to pay attention to time management, as well as possessing analytical skills. • Ability to showcase good leadership skills to carry team members along. • Proficient in the English language (speaking, writing and comprehending). • Ability to work weekends if needed. • ITIL 4 Certification. • COMPTIA A+, or Network+, or Security+, or HDI Certification. • Hands on experience with System Center Configuration Manager or Microsoft Endpoint Manager. • Hands on experience with Mobile Device Management Platforms (Jamf, Intune, AirWatch). • Help Desk oversight experience. • Project management experience.