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Technical Support Specialist

2 months ago

Texas, United States SISL Global Full time

Position Overview:

The Technical Support Specialist at SISL Global is tasked with delivering high-level technical assistance and

problem-solving for end-users. This position focuses on resolving intricate challenges, managing hardware and

software systems, and ensuring peak performance and user satisfaction.

Primary Duties:

· Deliver second-tier technical assistance for desktop and laptop hardware, software, and peripheral

concerns.

· Identify and rectify advanced technical challenges escalated from the first-level support team.

· Set up, configure, and sustain operating systems, software applications, and system updates.

· Conduct root cause analysis to pinpoint recurring technical issues and formulate solutions.

· Proficient in troubleshooting hardware and software issues for both Windows and Mac systems.

· Aid in resolving network connectivity challenges, including LAN/WAN, Wi-Fi, and VPN.

· Collaborate with IT colleagues on projects, upgrades, and implementations.

· Maintain precise records of tasks performed, issues encountered, and resolutions achieved using the company's

ticketing system.

· Provide remote assistance and troubleshooting for users operating from home or in various locations.

· Mentor and guide junior support technicians as necessary.

· Ensure adherence to IT policies, security measures, and best practices.

· Conduct routine maintenance and inspections to guarantee optimal equipment performance.

· Foster and maintain strong relationships with end users to ensure their satisfaction.

Qualifications:

· Associate or bachelor's degree in information technology, Computer Science, or a related

discipline, or equivalent professional experience.

· 2-4 years of experience in a desktop support or comparable role.

· In-depth knowledge of Windows and Mac operating systems.

· Proficient in Microsoft Office Suite and other standard software applications.

· Experience with Active Directory, group policies, and user account management.

· Familiarity with remote desktop tools and support software.

· Exceptional problem-solving and analytical abilities.

· Strong communication and interpersonal skills.

· Capability to work independently as well as collaboratively within a team.

· Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Desktop Support

Technician (MCDST) are advantageous.