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Technical Support Specialist
2 months ago
We are seeking a qualified IT Support Engineer to provide exceptional technical assistance and support for our operations.
Key Responsibilities
Technical Assistance:- Identify and resolve software and hardware issues, including operating systems (Windows and Mac) and various software applications.
- Upgrade and troubleshoot various software and hardware components.
- Address and resolve problems related to printers, copiers, and scanners.
- Support and configure Windows Server environments.
Incident Management:
- Assist users with reported IT-related incidents.
- Take ownership of issues, analyze problems, and implement solutions to restore service promptly.
- Escalate issues to specialized support teams when necessary.
- Accurately document and update requests using the IT service management system.
- Maintain a high standard of customer service, ensuring efficient and appropriate treatment of all customers.
Equipment and Asset Management:
- Install and configure new IT equipment as needed.
- Update the asset management system to reflect real-time status and disposition of assets, hardware, and peripherals.
- Assist in reconciling assets within the management system for accurate inventory control.
Communication and Collaboration:
- Exhibit excellent verbal communication skills, effectively engaging with both technical and non-technical colleagues at all levels.
- Proactively undertake additional responsibilities as assigned.
Technical Proficiencies
- Proficient in using and supporting Active Directory, Windows, and Office applications.
- Experienced in supporting, configuring, and troubleshooting LANs, WANs, TCP/IP, and networking components.
- Knowledgeable in diagnosing and resolving IT-related issues.
- Competent in supporting and configuring Windows Server environments.
- Skilled in supporting, configuring, and troubleshooting PC hardware and network setups.
- Familiar with Atlassian Jira Service Management (JSM) ticketing system, Jira Assets, Jira Software, Confluence, Microsoft 365, Active Directory Administration, Microsoft Exchange, SharePoint, Azure AD, Microsoft PowerApps, and Power Automate.
- Basic programming knowledge.
- Understanding of troubleshooting networking issues such as internet connectivity and VPN.
- Able to provide remote support to users working from various locations.
Qualifications and Experience
- Degree in a relevant IT field or certification with demonstrable experience in IT service and delivery.
- Experience in a customer-focused IT support environment, including technical problem resolution.
- Team-oriented experience with a proven track record of diagnosing and resolving IT-related issues.
- Broad understanding and successful application of Service Desk and Desktop services knowledge.
- Ability to effectively manage time by analyzing workload, prioritizing tasks, and maintaining focus on productive activities.
- Highly organized and independent, capable of multitasking and managing client needs efficiently.
- Self-motivated, able to work independently, and takes initiative.
- Exceptional attention to detail.
- Excellent communication skills, both verbal and written.
Additional Information
- Must be able to commute between multiple facilities.
Benefits and Perks
- Collaborate with leading professionals in a dynamic, high-tech, and enjoyable environment.
- Competitive compensation and opportunities for growth.
- Comprehensive health, dental, and vision insurance (location-specific).
- Employer-matched 401(k) contributions.
- Company-sponsored Life and AD&D Insurance.
- Flexible Spending Account and optional benefits.
- Paid holidays and paid time off.
- Employee discounts on all products.
- Company-sponsored training and certification programs.
- Engaging workplace events and wellness initiatives.