Support Specialist II

Job Description

Job Description

Description:

About Us

We are a dynamic company dedicated to pushing technological boundaries and delivering innovative solutions. Our mission focuses on sustainability, customer-centricity, and employee development. We foster a supportive, inclusive work environment, valuing diversity and collaboration. By enhancing the customer experience and driving continuous innovation, we aim to lead the industry with integrity and purpose. Join us to make a lasting impact through technology and innovation.

Job Summary

We are seeking a Support Specialist to join our IT support team. The ideal candidate will possess strong technical skills, excellent communication abilities, and a passion for providing exceptional customer service. As a Support Specialist, you will be responsible for resolving escalated technical issues, assisting end-users with hardware and software problems, and maintaining IT systems to ensure optimal functionality. This role requires a proactive and solutions-oriented approach to problem-solving and a commitment to delivering timely and effective support to our internal stakeholders.

Key Responsibilities

• Technical Support: Provide advanced technical support to end-users via phone, email, remote assistance, and in-person visits.
• Issue Resolution: Troubleshoot and resolve escalated hardware and software issues, including desktops, laptops, printers, mobile devices, and peripherals.
• Network Troubleshooting: Diagnose and troubleshoot network connectivity problems, both wired and wireless.
• Collaboration: Collaborate with other IT teams to escalate and resolve complex technical issues.
• System Administration: Perform system administration tasks such as user account management, access control, and software installations.
• Documentation: Document support tickets, resolutions, and troubleshooting procedures in the IT knowledge base.
• Maintenance: Conduct regular maintenance and updates on IT systems to ensure security and performance.
• Project Assistance: Assist in the implementation of IT projects, including software deployments, hardware upgrades, and system migrations.
• Training: Provide technical guidance and training to junior helpdesk technicians as needed.
• Industry Knowledge: Stay current with industry trends, technologies, and best practices in IT support.

Qualifications

• Education: Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
• Experience: Minimum of 3 years of experience in IT support roles, with a focus on escalated helpdesk support.
• Technical Proficiency: Proficiency in troubleshooting Windows and Mac operating systems.
• Software Knowledge: Strong knowledge of Microsoft Office 365, Active Directory, and Exchange.
• Tools Experience: Experience with remote desktop support tools and ticketing systems (e.g., ConnectWise a plus).
• Networking: Familiarity with network protocols, TCP/IP, DNS, DHCP, VPN, and LAN/WAN technologies.
• Communication: Excellent communication skills, both verbal and written, can convey technical concepts to non-technical users.
• Customer Service: Customer-focused mindset with a dedication to providing high-quality support services.
• Independence: Ability to work independently and collaboratively in a fast-paced environment.
• Certifications: Certifications such as CompTIA A+, Network+, Security+, or Microsoft Certified Desktop Support Technician (MCDST) are a plus.