Proactive Support Specialist

4 weeks ago

hyderabad, India Cherry Bekaert Full time

The Proactive Support Specialist is an entry-level position responsible for participating in the day-to-day tasks and operations of the service desk. The Proactive Support Specialist ensures their assigned tasks are completed on time and enters service requests when issues that cannot be resolved during the scheduled task are noted.

As a Proactive Support Specialist, you will also support our backend services and applications to ensure our client-facing services are secure, functional, and optimized. You will anticipate potential issues, implement preventive measures, and optimize system performance to enhance client satisfaction and operational efficiency.

Basic Functions:

The Proactive Support Specialist will utilize strong network, scripting, and automation skills to oversee and assist with all proactive scheduled services while maintaining the internal tools we use to deliver services to our clients. They will regularly update, maintain, support, and optimize our service tools and manage and work closely with our support team to improve the delivery and efficiency of our services.

- Entering/updating service ticket details when alerted by an end-user or monitoring system in the MSP ticketing system.
- Performing Daily, Weekly, and Monthly scheduled proactive tasks while entering service tickets in the MSP ticketing system for any issues noted.
- Monitor client systems and networks to identify potential issues before they impact operations.
- Assist with Implementing preventive measures and system optimizations to enhance performance and security.
- Collaborate with the support team to resolve client issues swiftly and effectively.
- Maintain detailed documentation of client systems and support interactions.
- Analyze trends and feedback to improve service delivery and client satisfaction.
- Assist in the development, integration and implementation of new support processes and tools.
- Escalate complex problems to higher-level support or vendor support as needed.
- Document all client interactions, issues, and resolutions in the MSP ticketing system.
- Accurately, regularly, and effectively record time.
- Manage your assigned support tickets timely and accurately.
- Maintain, update, and optimize the tools we use for delivering our services.

Roles & Responsibilities:

- Improve customer service, perception, and satisfaction.
- Ability to work in a team, communicate effectively and set priorities and meet deadlines.
- Escalate service or project issues that cannot be completed within agreed service levels.
- Business awareness: specific knowledge of customers and how IT relates to their business strategy and goals.
- Document internal processes and procedures related to duties and responsibilities.
- Responsible for entering time and expenses in ConnectWise as they occur.
- Develop in-depth knowledge of the service catalog and how it relates to customer’s needs.
- Responsible for entering time and expenses in ConnectWise as they occur.
- Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.
- Good project management skills
- Perform work with confidence and pride, follow through to completion
- Assist with developing, integrating, and automating the MSP service tools utilizing Artificial Intelligence (AI), scripting languages (Graph API, Rest API, PowerShell, Python, Etc.), and workflows to optimize and improve service delivery.

Required Skills:

Technical Experience with Most of The Following

- Microsoft desktop operating system administration, Microsoft Office, and basic networking concepts
- General networking knowledge (TCP/IP, SMTP, FTP)
- Remote Administration
- Managed Services solutions administration - Preferably ConnectWise experience.
- Technical writing and research
- Helpdesk & Customer service
- Server and Desktop Maintenance Procedures

Skills

- Highly detail-oriented and organized professional with proven ability to effectively manage and prioritize multiple tasks in a fast-paced environment.
- Excellent customer service skills and ability to communicate technical information to non-technical users.
- Ability to work independently and as part of a team in a fast-paced environment.
- Strong problem-solving and analytical skills.
- Strong written and verbal communication skills
- Must be customer-focused and able/willing to provide "white glove" service.
- Ability to follow and adhere to defined processes.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Ability to effectively multi-task and work in a fast-paced environment while producing high-quality results.
- Passionate about technology
- Experience with remote access tools and ticketing systems is a “plus.”
- Proven analytical and problem-solving abilities.
- Experience writing scripts, integrating systems, and developing process improvements using Graph API, REST API, PowerShell, Terraform, Bash, Python, and other scripting/automation tools.
- Experience with DotNet, Docker/Kubernetes, Ansible/Puppet, Linux CLI, jQuery/JScript, Oauth/SAML, PostMan, Pnp PowerShell (SharePoint) is a “Plus.”
- Service awareness of all organization’s key IT services for which support is being provided.
- Understanding of support tools, techniques, and how technology is used to provide IT services.
- Technical awareness: ability to match resources to technical issues appropriately.
- Interpersonal skills: such as telephony skills, communication skills, active listening and customer care.

Education:

- A high school diploma or equivalent is required; a technical degree or certification is preferred.
- 1-3 years of experience in a technical support role, preferably in a managed service provider environment (including internships)

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