Senior Support Specialist

POSITION OVERVIEW:

Client is seeking a highly motivated Sr. Support Specialist to join our Information Technology Group. The ideal candidate should possess extensive experience in senior leadership roles and C-Suite support, demonstrating a commitment to delivering exceptional service with a personalized touch. They will have a proven track record of providing excellent technical support to end-users, with the ability to resolve complex technical issues in a fast-paced environment. This role requires strong communication skills, the ability to work independently and in a team environment, and a customer-focused mindset.

What you’ll do:

Provide technical support to end-users to include Senior Leadership and C-Level Executives.

Assists in ensuring Client intellectual property and products are secured from theft or damage.

Assists in maintaining the accuracy of the ITG asset management system to ensure that all computing assets are accounted for and maintained.

Azure/Intune administration experience

Manage Engine administration.

Resolves desktop hardware and software issues within established service level agreements.

Works as part of global team to triage and resolve customer support issues.

Assists in rollout of strategic corporate initiatives and system changes.

Assists in the escalation and notifications to management and user communities when service levels are not met.

Acts as liaison between customer and other Client teams.

Logs and responds to customer requests for support via phone, e-mail, and web interface via our call tracking system.

Documents case descriptions and solutions accurately.

Establishes a commitment to customer service and builds great rapport with End Users.

Follows operational guidelines for interacting with other associates.

Provides appropriate training on Client applications, infrastructure and desktop system components as required to ensure that ITG customer satisfaction meets expected levels.

Provides Knowledge Base Content.

Provides product and solution expertise to customer and other team members.

Provides updates and status to the Team Manager and others, as appropriate, on customer issues. Records time and expenses into time entry system.

Takes ownership, responsibility and does what it is necessary to research the issue and escalate it when appropriate.

Triages customer issues successfully, conducts any necessary research, and provides solutions back to the customers.

Uses current Support Services support tools such as Zoom and Dell Hardware diagnostics to solve end user issues.

Works with end-users to diagnose and troubleshoot hardware and software issues.

Works with external vendor support teams to resolve application, hardware and software issues related to end-user support.

What we are looking for:

Bachelor's degree or equivalent experience.

6+ years of experience in IT support

Strong technical knowledge of hardware, software, and networking technologies

Excellent verbal and written communication skills

Ability to work independently and in a team environment

Strong problem-solving and analytical skills

Customer-focused mindset with a passion for providing excellent customer service.

Education: Bachelors Degree