Technical Support Specialist

3 days ago


Stamford, Connecticut, United States BCS365 Full time
Job Description

We are seeking a skilled and experienced Technical Support Specialist to join our team at BCS365. In this role, you will be responsible for handling second-level support in our Managed Services team, ensuring timely resolution of technical issues for our clients.

Key Responsibilities:

  • Provide technical support for desktop issues involving Microsoft core business applications, operating systems (Windows 7+ and MAC OS X), and peripherals.
  • Perform break/fix support for all ITS systems currently deployed in production.
  • Maintain effective communication with business users and other ITS team members when analyzing, updating, and resolving cases.
  • Administer, maintain, and provide second-level support for back-end global ITS systems.
  • Identify opportunities for continuous improvement (upgrades, security patches, etc.) of systems in production.
  • Communicate with customers as required, keeping them informed of incident or request progress and notifying them of impending changes based on client's SLA.
  • Evaluate and escalate client support cases to appropriate resources following the escalation process and procedures.
  • Collaborate with Dispatchers and Team Leads to ensure requests are routed to the proper resource for quick resolution.
  • Data entry may be required for new and active clients on the Ticketing system.
  • Enter time and work updates properly in the Ticketing system as it occurs.
  • Proactively identify ways to reduce the number of issues and support calls in the environment (reduction in quality, interruption, or failure of an ITS service).
  • Participate in on-call rotations and perform onsite work at client locations as needed.


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