Senior Technical Support Specialist

2 weeks ago

California, United States eTop Technology, Inc Full time
Tier 3 Helpdesk Technician

The ideal candidate for this role will possess a strong passion for technology and automation, with a proven ability to deliver high-quality technical support and project management services. As a Tier 3 Helpdesk Technician, you will be responsible for providing expert-level technical support and guidance to our clients, as well as leading and managing technical projects from conception to completion.

Key Responsibilities:
  • Provide technical support and guidance to clients, including troubleshooting and resolving complex technical issues.
  • Lead and manage technical projects, including planning, execution, and delivery.
  • Develop and maintain strong relationships with clients, vendors, and internal stakeholders.
  • Stay up-to-date with emerging technologies and industry trends, and make recommendations for improvements and upgrades.
  • Collaborate with cross-functional teams to ensure seamless delivery of technical services.
  • Develop and maintain technical documentation, including knowledge base articles and standard operating procedures.
  • Perform daily time entry and ensure accurate billing for services rendered.
Requirements:
  • Relevant industry certifications, such as Vendor, Microsoft, and CompTIA.
  • Proficient use of service and project ticketing platforms.
  • At least 4-8 years of experience working in IT service teams or MSP NOC teams, with project experience.
  • Expert-level comprehension of network setups and configurations.
  • Proficient in Microsoft Office Suite (Outlook, Word, Excel, and PowerPoint).
  • Reliable transportation, active and current driver's license, insurance, and clean driving record.
Skills and Knowledge:
  • Positive attitude towards people and problems, with ability to collaborate and think outside the box.
  • Ability to self-start, work independently, and achieve high standards.
  • Proficient communicator, including writing, speaking, proofreading, and computer skills.
  • Work effectively in a team-oriented environment with a positive, can-do attitude.
  • Adept in developing and maintaining strong relationships with management, staff, vendors, and clients.
  • Exhibit professional integrity, balanced business judgment, tact, and diplomacy.
  • Excellent problem-solving skills and ability to work in small and large projects with great attention to detail.
  • Professional interpersonal skills, such as communication skills, active listening, and customer-care.

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