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Technical Support Specialist
2 months ago
We are seeking a highly skilled and experienced Technical Support Specialist to join our team at Saxon Global. As a key member of our End User Services team, you will be responsible for delivering exceptional technical support and infrastructure services to our customers.
Key Responsibilities- Manage key relationships with internal and customer stakeholders to ensure seamless communication and collaboration.
- Develop and execute well-planned End User technology upgrade plans to meet organizational capacity, performance, and availability requirements.
- Support business transitions and drive change initiatives to improve processes and services.
- Gather, validate, and document business requirements to inform solution development.
- Model business processes and identify opportunities for process improvements to enhance efficiency and effectiveness.
- Create functional specifications for solutions to meet customer needs.
- Act as an escalation point for End User technology issues and ensure timely resolution to meet SLA expectations.
- Manage End User Technology upgrades and improvements to existing processes.
- Identify training needs and career development opportunities for the EUC Team.
- Establish a governance framework for Incident, Problem, and Change Management, as well as User Desk Management.
- Lead the End User Services team to engage effectively with other groups across the organization, focusing on delivering End User Infrastructure services in a timely manner.
- Continuously review and improve processes to ensure the team is equipped to support organizational outcomes.
- Provide development opportunities for direct reports to challenge and expand their capabilities.
- Lead by example, inspiring others to succeed and develop, and proactively share experience, knowledge, and ideas.
- Stay up-to-date with industry trends and technologies, including SCCM, MDM, and SharePoint.
To be successful in this role, you will need:
- Strong technical skills and experience in End User Infrastructure management.
- Excellent communication and interpersonal skills to manage stakeholder relationships.
- Ability to develop and execute well-planned upgrade plans and process improvements.
- Strong analytical and problem-solving skills to identify and resolve technical issues.
- Experience with governance frameworks and process improvement methodologies.
- Leadership skills to inspire and develop team members.
- Ability to stay up-to-date with industry trends and technologies.
We offer a competitive salary and benefits package, as well as opportunities for career growth and development. If you are a motivated and experienced Technical Support Specialist looking for a new challenge, please submit your application.
