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Technical Support Specialist

2 months ago

Stamford, Connecticut, United States MaestroFS Full time
Job Overview

MaestroFS is a premier financial services firm dedicated to meeting the intricate needs of affluent individuals, families, and their organizations. We pride ourselves on delivering a comprehensive suite of financial solutions tailored to the unique requirements of our clients. Our commitment to excellence has established us as a leader in the multi-family office sector across North America. At MaestroFS, we are focused on cultivating a team of skilled professionals who are driven, inquisitive, and collaborative, all while fostering a culture of teamwork and high-quality service delivery.

Role Summary

The Technical Support Specialist plays a vital role as the first point of contact for incoming requests directed to the internal service desk. This position is essential for ensuring prompt, courteous, and effective resolution of user issues. The Specialist will engage in a variety of tasks, including troubleshooting, problem-solving, hardware and software assistance, and user account management, all aimed at maintaining a seamless IT environment for our staff.

Key Responsibilities
  • Serve as the initial support contact for incoming service desk requests, ensuring timely and effective resolution of user issues.
  • Facilitate problem resolution by reassigning or escalating complex inquiries to the appropriate technical staff.
  • Prioritize incidents and service requests in accordance with established processes to meet service level agreements (SLAs).
  • Utilize remote support tools and diagnostic utilities to assist remote staff with their support requests.
  • Conduct hands-on repairs and support at the desktop level when remote assistance is insufficient, including hardware repairs and peripheral management.
  • Install and configure hardware and software components across various infrastructure devices.
  • Manage user accounts, permissions, and support within the O365 environment.
  • Support and maintain Windows operating systems and applications.
  • Set up and troubleshoot mobile devices in accordance with company policies.
  • Work effectively in a hybrid cloud and on-premises environment.
  • Identify and recommend improvements to existing procedures.
  • Perform additional related duties as assigned.
  • Be available for occasional evening or weekend work as required.
Qualifications for Success
  • 1-3 years of relevant work experience.
  • A minimum of an Associate degree in a related field.
  • Proficiency in Microsoft Office Suite, including Teams, SharePoint, and Outlook.
  • Ability to communicate technical issues and solutions to non-technical users.
  • Familiarity with Windows 10 and Windows 11 operating systems.
  • Experience with iPhone and Android operating systems.
  • Basic understanding of networking concepts such as DNS and DHCP.
  • Preferred experience with Azure Active Directory.
  • Preferred experience in managing SharePoint, OneDrive, Teams, and various O365 applications.
  • A strong desire to learn and develop new skills.
  • Excellent verbal and written communication abilities.
  • Strong organizational skills with the capability to prioritize tasks effectively.
Work Environment

This position will offer a hybrid work model, allowing for flexibility in the work setting.

Reporting Structure

This role reports directly to the IT Supervisor.