Technical Support Specialist
2 weeks ago
The Talent Source Inc is collaborating with a leading enterprise to recruit a Technical Support Specialist to assist business partners with IT-related challenges. This role is designed to provide essential support and ensure smooth operations within the organization.
Position Summary
The Technical Support Specialist serves as the primary contact for business partners, addressing inquiries and issues through various communication channels. This includes managing incoming calls, processing emails, and handling web tickets, all while documenting information in the IT Service Management (ITSM) tool. Responsibilities encompass a wide range of IT support tasks, including software, hardware, network, and telecommunications assistance.
Key Responsibilities
- Engage in on-call support rotation as required.
- Provide timely and accurate updates on work tickets, incidents, and outages.
- Develop a solid understanding of ITIL service management practices tailored to company standards.
- Gain expertise in relevant applications and platforms to effectively support users.
- Receive, log, and direct end-user support requests.
- Resolve issues efficiently and document all outcomes, including resolutions and notes.
- Contribute to the enhancement of service policies and procedures as necessary.
- Assist in testing and debugging commercial and custom systems.
- Communicate issue statuses to users through verbal and digital means.
- Maintain awareness of the company’s system environment to deliver optimal service.
- Support and update the knowledge base with current standards and resolution procedures.
Minimum Qualifications
- Bachelor's or Technical Degree in Computer Science, Information Systems, Software Engineering, or a related field.
- Excellent communication skills, both written and verbal.
- Demonstrated patience and empathy towards users.
- Ability to follow instructions and work independently or as part of a team.
- Strong networking and problem-solving skills.
- Effective time management abilities.
- Proven track record of delivering results.
- Collaboration and teamwork capabilities.
- Critical thinking and analytical skills.
- Understanding of the company’s application portfolio and its impact on daily operations.
Preferred Qualifications
- Entry-level industry certifications.
- Strong attention to detail and excellent verbal/written communication skills.
- Ability to analyze and resolve problems creatively.
- Familiarity with ITIL concepts.
- Experience with ServiceNow or similar support management software.
- Knowledge of telephony tools.
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