We're looking for a motivated Senior IT Support Specialist to provide top-tier technical support and mentorship. This client-facing role ensures high service standards across every interaction.
DUTIES AND RESPONSIBILITIES
- Creating unforgettable customer experiences every day
- Quickly and professionally address customer issues
- Provide front-line technical support for Customer Information Technology systems
- Document steps to remediation of issues in a detailed and professional manner
- Work with support team and management to ensure issues are processed quickly and effectively for the highest support levels
- Provide friendly and positive support for clients over the phone and in-person that exudes personal touch and professionalism
- Ensure incidents and tickets are filled out according to company standards
- Required to participate in an after-hours and on-call rotation to provide support to emergency client issues
- When applicable, time must be entered accurately to ensure the best service standards for our clients
- Perform complex repairs to software or peripheral equipment configurations, following design or installation specifications
- Minor training of users in the proper use of hardware or software
- Answers user inquiries regarding computer software or hardware operation to resolve problems
- Setup user accounts and configure email access through multiple applications
- Refer major hardware or software problems or defective products to vendors or technicians for service
- Act as an escalation point for complex issues for peers
- Provide mentorship and leadership for team members
- Delegate tickets and tasks for the team as needed
- Provide high-level oversight to ticket boards to aid in delivery of SLAs and high-service standard
QUALIFICATIONS
- Bachelor’s degree and/or four plus years related experience
- Microsoft/Net+/A+ Certification or equivalent experience
- 4 years’ experience in customer service or support center systems
- Small Business consulting or technical service delivery is a plus
- Must be able to logically plan – provide structured outlines and plans for the implementation or changing of client networks or workflows. This information should be well documented
- Understand when to escalate issues. Knowing when to handoff a problem to more qualified team members is critical.
- Ability to train and mentor others
- Keen ability to problem solves
- Ability to logically plan
- Strong oral and written communication
- Continual desire to learn, absorb, and apply new information and skills
- Extraordinary focus on customer service
- Innate ability to multi-task and stay organized
- Exhibit a professional demeanor and strong interpersonal skills
- Ability to interact in a variety of situations including customer service, orientations, training and networking
- All positions require the successful completion of a criminal background check, and further background checks if the position involves access to sensitive information or secure facilities.
- Must be proficient at an expert level in most of the following skills:
- Client/Server application interaction
- Basic web systems
- Office 365 and Azure
- Microsoft Server Operating Systems
- Windows Operating Systems
- Terminal Services/WVD
- Firewalls – Including but not limited to Meraki, Cisco, and FortiGate
- Routers and Switches
- Active Directory – GPOs, Policies, Sites, Users, Groups and Security
- Anti-Virus Software
- MS Office (Word/Excel/PowerPoint), Outloo
- Internet Explorer and Web Based add-ons (ActiveX, Java client)
- TCP/IP Connectivity
- DHCP
- DNS
- Must be proficient at an advanced level in most of the following skills:
- Enterprise onsite and offsite backup solutions
- Virtualization Software such as VMware
- SAN and Network Storage Solutions
- VPN hardware and software
- Microsoft Visio
- ConnectWise
