IT Technical Support Specialist
1 day ago
We are seeking a highly skilled IT Technical Support Specialist to join our team. As a Tier 2 Helpdesk Support team member, you will play a pivotal role in providing advanced technical assistance and support to resolve complex issues related to computer systems, software, and networks within our organization.
Key Responsibilities- Manage escalated technical issues from Tier 1 support, providing in-depth analysis and advanced troubleshooting to achieve resolution.
- Diagnose and resolve complex hardware, software, and network issues, collaborating with other IT teams and vendors if necessary.
- Research and develop solutions to technical problems, documenting procedures and best practices for future reference.
- Perform system upgrades, configurations, and installations, ensuring minimal disruption to operations.
- Mentor and assist Tier 1 support agents, providing guidance and knowledge transfer to enhance their capabilities.
- Maintain accurate and detailed records of technical issues and resolutions using our ticketing system.
- Collaborate with cross-functional teams to implement improvements and enhancements to existing systems and processes.
- Conduct user training sessions on advanced technologies and applications.
- Able to travel to all satellite office locations.
- On-call-duty rotation that includes nights and weekends.
- Proven track record (3 years) in a Tier 2 or equivalent technical support role.
- Expertise in troubleshooting and resolving complex hardware, software, and network issues.
- In-depth knowledge of operating systems (Windows, MacOS), software applications, and network protocols.
- Proficiency in utilizing helpdesk software and ticketing systems to manage and track support requests.
- Strong analytical and problem-solving skills with the ability to prioritize tasks effectively.
- Excellent written and verbal communication skills for effectively conveying technical information to non-technical users.
- Relevant certifications (e.g., CompTIA Network+, Microsoft Certified Solutions Associate) are advantageous.
We offer a competitive salary and benefits package, as well as opportunities for professional growth and development. If you are a motivated and detail-oriented individual with a passion for technical support, we encourage you to apply for this exciting opportunity.
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