Technical Specialist

Job Title:

Technical Specialist (MSSP)

Reports to:

The Technical Specialist reports to the Technical Lead for Managed Services.

Job Overview:

The Technical Specialist is responsible for delivering superior customer service and advanced technical support, ensuring the highest level of satisfaction for our clients. The Technical Specialist will work closely with customers to understand their technical requirements, troubleshoot, and resolve technical issues, and provide proactive solutions to enhance their IT infrastructure. This role requires a strong technical background, excellent communication skills, and a customer-centric approach.

Responsibilities and Duties:

• Customer Support:
  Provide technical support to clients through various channels such as phone, email, and remote access tools. Address and resolve technical issues promptly and professionally, ensuring a positive customer experience.
• Advanced Technical Support:
  Provide expert-level technical support to clients, addressing complex issues through various channels such as phone, email, and remote access tools. Resolve escalated incidents and service requests efficiently, ensuring customer satisfaction.
• Incident Management:
  Manage and prioritize customer incidents based on severity and impact. Escalate critical issues to appropriate teams or vendors and ensure timely resolution and effective communication to clients.
• Troubleshooting and Issue Resolution:
  Analyze and troubleshoot intricate technical problems related to hardware, software, network, and infrastructure components. Apply advanced problem-solving techniques to diagnose and resolve issues within agreed service level agreements (SLAs).
• Proactive Maintenance:
  Conduct regular system monitoring, preventive maintenance, and performance optimization to ensure stability and reliability of client environments. Implement proactive measures to minimize potential downtime or disruptions.
• Solution Deployment:
  Assist in the planning, implementation, and configuration of IT solutions tailored to meet customer requirements. Collaborate with project teams and other technical specialists to ensure successful deployments.
• Documentation:
  Create and maintain accurate documentation of client configurations, technical procedures, troubleshooting steps, and knowledge base articles. Continuously update and improve documentation to enhance team efficiency and knowledge sharing.
• Customer Relationship Management:
  Build strong relationships with clients, acting as their primary technical point of contact. Understand their business needs and provide appropriate IT solutions and recommendations to meet their objectives.
• Training and Mentoring:
  Provide training and guidance to junior team members, sharing technical knowledge and promoting professional growth within the team.
• Collaboration and Knowledge Sharing:
  Collaborate with cross-functional teams, sharing knowledge and best practices to enhance overall team effectiveness. Contribute to the continuous improvement of processes, tools, and methodologies.
• Stay Updated:
  Stay informed about the latest industry trends, emerging technologies, and best practices related to IT managed services. Continuously develop and expand technical skills and certifications.
• Adheres to company policies and procedures regarding the safeguarding of protected information, including sensitive customer data and proprietary information.

Qualifications and Skills:

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• Extensive experience in a technical support role, with a focus on advanced troubleshooting and issue resolution.
• Strong knowledge of IT infrastructure components, including servers, networks, storage, operating systems, and virtualization technologies.
• Proficiency in diagnosing and resolving complex technical issues related to hardware, software, and network infrastructure.
• Experience with incident and problem management methodologies, tools, and best practices.
• Excellent analytical and problem-solving skills, with the ability to analyze data, identify trends, and propose effective solutions.
• Excellent communication skills, both written and verbal, with the ability to articulate technical concepts to non-technical stakeholders.
• Customer-centric mindset and a passion for delivering exceptional customer service.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Relevant certifications such as CompTIA Network+, Microsoft Certified Solutions Expert (MCSE), Cisco Certified Network Professional (CCNP), or ITIL Foundation are preferred.