Senior Technical Support Specialist
16 hours ago
Serving as a Senior IT Service Desk Agent, you play a pivotal role in delivering exceptional technical support to our global user base. The ideal candidate will possess a strong understanding of Windows operating systems, enterprise software, and end-user hardware.
You are a technical resource and trusted problem solver, resolving complex issues while elevating the overall performance of the Service Desk by modeling excellence in execution, documentation, and customer care.
This role supports a 24x7 environment and contributes to a scalable, user-focused, and improving support experience. You bring deep technical knowledge, sound judgment, and a passion for service, helping us shift from reactive support to a proactive, trusted partner for the business.
Key Responsibilities:- Serve as a senior point of contact for IT support requests via phone, email, and chat, with a calm, confident, and user-centered approach.
- Troubleshoot and resolve a wide range of technical issues involving hardware, software, networking, and enterprise applications.
- Own and drive resolution for high-impact and escalated issues, ensuring clear communication and timely follow-through.
- Document all activities in the IT Service Management platform with precision and completeness.
- Mentor and support junior agents by sharing best practices, troubleshooting techniques, and knowledge resources.
- Create, refine, and review knowledge base articles to improve team consistency and issue resolution quality.
- Use remote support tools to conduct advanced diagnostics and root cause analysis.
- Provide guidance to users across varying levels of technical literacy, adapting communication style accordingly.
- Support incident prioritization by assessing urgency, impact, and recurrence trends.
- Champion service standards, driving consistency and accountability across the team.
- Identify and recommend improvements in tools, processes, and workflows to increase efficiency and service reliability.
- Collaborate with Tier 2/3 teams and other IT functions to ensure seamless handoffs and reduce time-to-resolution.
- Minimum 3+ years of experience in a technical support or service desk environment.
- Strong understanding of Windows operating systems, enterprise software, and end-user hardware.
- Proficient with Microsoft 365 (Outlook, Teams, Excel, SharePoint) and remote troubleshooting tools.
- Experience with Active Directory, account administration, and access troubleshooting.
- Solid foundational networking knowledge (DNS, DHCP, VPN, IP troubleshooting).
- Excellent documentation, organizational, and ticket-handling skills.
- Effective communicator with the ability to guide and de-escalate users in high-pressure situations.
- Demonstrated ability to take ownership of issues from intake through resolution.
- Passion for learning, improvement, and delivering exceptional service.
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