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Senior IT Support Specialist

3 months ago

Rock Hill, United States Calsigi LLC Full time
Job DescriptionJob Description

Who We Are

Strategic Information Group is a premier supplier of Enterprise Software Solutions (ERP, QMS, & CRM) and related consulting services in North America and Europe. Our customers are leading manufacturers who are looking for industry experience, best practices, and proven methodologies to guide them to successful implementations. We are passionate about what we do, and our customers range from start-ups to multi-national manufacturers. You will be joining a team of “A Players” who are driven, professional project managers.

What You’ll Do

In this role, you’ll be responsible for providing front-line primary application support on various technical issues. Responsibilities include, but are not limited to, resolving queries, recommending solutions, and guiding product users through features and functionalities. You will play a crucial role in the technological backbone of our company, overseeing the operation, maintenance, and security of IT systems and services. You will ensure that all components of the organization’s IT infrastructure, from hardware and software to network and cloud services, function efficiently and securely. You’ll be pivotal in supporting our dynamic team by ensuring they have the reliable technology and assistance needed for their roles. Your expertise will contribute to the continuous improvement of our IT processes and the effective management of our resources.

In this role, you will:

  • Manage a complex IT environment, making strategic decisions to improve and optimize the company’s technological resources.
  • Implement IT system enhancements and modifications, managing the IT inventory, and ensuring the organization’s IT processes align with business goals.
  • Work with HR for employee onboarding/offboarding, training users on new systems, and maintaining vendor relations and license management.
  • Provide IT support for all incoming calls or requests.
  • Triage issues documenting the issue, reproduction steps, expected results and actual results.
  • Respond to queries in a timely and accurate way, via phone, webinar, email, or chat.
  • Work with cross functional teams to resolve issues and escalate complex problems to appropriate team members.
  • Recommend improvements for the organization’s IT systems, processes, and policies.
  • Create and maintain IT documentation.
  • Clearly communicate the progress of daily/weekly/monthly/quarterly initiatives.
  • Manage tickets via online tools such as ConnectWise.
  • Develop policies and procedures and assist with reporting and enforcement.
  • Analyze and recommend optimizations for software-based processes.
  • Provision software and hardware for new and existing employees.

What You’ll Need to Join Our Team

Experience

  • Bachelor’s Degree in Computer Science or related field or equivalent work experience.
  • Prior experience providing support on web-based or enterprise software is required
  • 3-5 years of experience in a client-facing role (account manager, call center, help desk, software support, application support, production support)
  • Previous experience working at a software company
  • Understanding of application-to-application interfaces, such as XML and REST API
  • Software Development Lifecycle exposure
  • Familiarity with webinar tools such as GoToMeeting, Skype for Business, Microsoft Teams
  • Excellent English communication skills.
  • Prior experience using ticketing software.
  • Experience supporting cloud computing platforms such as Azure or AWS (preferred).

Skills:

  • Excellent verbal and written communication skills, positive attitude, and ability to work effectively in a team.
  • Excellent interpersonal and customer service skills.
  • Excellent organizational skills and attention to detail.
  • Excellent time management skills with a proven ability to meet deadlines.
  • Strong analytical and problem-solving skills.
  • Ability to function well in a high-paced and at times stressful environment.
  • Proficient with Microsoft Office Suite or related software.

Preferred Certifications:

  • A+
  • Network+
  • Microsoft Office Specialist
  • Microsoft 365 Certified: Endpoint Administrator Associate