Technical Support Specialist
1 week ago
- Attractive salary package
Position Summary:
*Hybrid role - on-site presence required*
Detailed Responsibilities:
The Technical Support Specialist Level 2 is responsible for delivering technical assistance to clients encountering issues with computer systems and software applications, particularly in standard Windows desktop environments and proprietary applications developed by Go Intellects Inc. This role acts as the initial contact for diagnosing hardware and software challenges.
Key Duties:
- Address service requests and incidents logged by staff through various communication channels. Ensure accurate documentation in the ticketing system and monitor all assigned tickets until resolution in accordance with established service level agreements.
- Provide tier 1 support for a Windows-centric desktop setup, including widely-used applications such as Microsoft365 and Adobe, along with managing user accounts and Active Directory.
- Offer tier 1 support for iOS mobile devices, including essential mobile applications like email, Microsoft365, and authentication tools.
- Set up and deploy PCs, laptops, printers, mobile devices, tablets, and other IT assets.
- Collaborate with network and application development teams to restore services and troubleshoot issues.
- Reproduce user issues to facilitate incident resolution.
- Suggest system enhancements to minimize user challenges and service incidents.
Minimum of three (3) years of experience in the following areas:
- Providing help desk support for Windows operating systems, applications, and database management;
- Supporting iOS devices and applications, along with iCloud account management;
- Configuring, imaging, and deploying Windows laptops, printers, and desktop devices;
- Utilizing workflow management tools such as ZenDesk, ServiceNow, Ivanti, or BMC Helix.
At least three (3) years of experience in:
- Endpoint protection and management solutions like Cisco AMP, Absolute, or HP SureClick;
- IT asset management and tracking systems such as Oomnitza, ServiceNow, Ivanti, or BMC Helix.
CompTIA A+ certification is required for technical support roles.
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