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Technical Support Specialist

2 months ago

Cambridge, Massachusetts, United States Pegasystems Full time
Job Category:
Information Technology

Location:
United States

Join Our Team:

Pegasystems is at the forefront of technological innovation; this is your opportunity to engage with cutting-edge technologies and tackle intriguing challenges.

The User Support Services team is committed to delivering exceptional user experiences to a vast network of Pega users worldwide.


Envision Your Role at Pega:

As a vital member of the global User Support team, the Technical Support Specialist will assess and resolve routine to moderately complex issues while ensuring a positive customer experience.

This position will enable you to broaden and enhance your expertise in various domains, including Desktop Operating Systems, messaging, networking, cloud services, and diverse hardware setups, while providing exposure to essential and industry-leading IT infrastructure.


Your Responsibilities at Pega:
Respond promptly to internal technical support incidents and requests via our Service Management system.

Key areas of focus include:
- Troubleshooting hardware and software issues
- Providing guidance on 'how to' inquiries
- Assisting with installations and onboarding of new employees/equipment.

Establish rapport with customers, gather detailed information, and keep them updated on the status of their requests, following up as necessary.

Utilize your experience and sound judgment to prioritize issues appropriately and escalate when needed.

Prepare new and existing hardware for deployment, configure user profiles, and assist with data migration as required.

Adhere to established protocols for imaging, hardware deployment, software installation, password resets, media distribution, loaner equipment, customer interaction, and escalation procedures.

Troubleshoot network (TCP/IP) client configurations and connectivity challenges primarily related to email, printer access, VPN, and Wi-Fi, escalating to Network Operations as necessary.

Provide tier 2 technical support to fellow Help Desk team members.

Document solutions in the ticketing system and knowledge base.


Who You Are:
- Experienced in supporting End User Computing in a large global environment (over 1000 employees), collaborating with a distributed global team.
- You excel in customer service, managing user expectations while taking ownership to drive issues to resolution.
- You thrive in a dynamic environment and demonstrate creativity and resourcefulness, leveraging internet research, historical knowledge, and collaboration to formulate solutions.
- You are a self-motivated individual capable of working independently and efficiently, with effective communication and escalation skills.

Your Qualifications:
- 2+ years of IT experience in a Desktop Support capacity.
- Proficient in Microsoft Operating Systems and Applications (Office, Visio, Project, Outlook, etc.), with a working knowledge of Active Directory roles.
- Familiarity with Apple Macintosh Operating Systems (MacOS) and Applications.
- Strong expertise in PC/Mac hardware troubleshooting and repair.
- Knowledge of desktop support tools such as Crowdstrike anti-virus and spyware removal utilities.
- Understanding of VPN, Wi-Fi, and other remote access solutions.
- Possess a diverse range of technical troubleshooting skills covering Desktop OS, messaging, networking, and various hardware configurations.
- Bachelor's Degree (preferably in an IT-related field) or equivalent practical experience.

Pega Offers You:
- Recognized technology leadership by Gartner Analysts across our product categories.
- Opportunities for continuous learning and professional development.
- An innovative, inclusive, agile, flexible, and enjoyable work environment.
- A competitive global benefits package, including salary, bonus incentives, and employee equity in the company.