Senior Technology Expert

We are seeking a highly skilled and experienced IT Specialist to join our team in a dynamic enterprise environment.

• Responds to requests for technical assistance in person, via phone, and/or electronically, providing expert support to internal and external stakeholders.
• Diagnoses and resolves desktop, hardware and software/Applications issues with minimal disruption to business operations.
• Researches questions using available information resources, leveraging expertise to resolve complex technical queries.
• Advises users on appropriate actions to take when experiencing technical difficulties.
• Manages personal and team ticket queue efficiently, ensuring timely resolution of issues.
• Redirects problems to appropriate resources as needed, maintaining effective communication channels.
• Identifies and prioritizes situations requiring urgent attention, applying critical thinking skills to mitigate potential risks.
• Documents resolutions and updates knowledgebase, ensuring that collective knowledge is shared and leveraged across the organization.
• Determines whether problem is caused by hardware such as a headphone, modem, printer, cables, external device or telephone, taking proactive steps to prevent future occurrences.
• Handles problem recognition, research, isolation, resolution and follow up for routine users, referring more complex problems to supervisors or technical staff as necessary.
• Analyzes and evaluates incident reports, making recommendations to reduce help line incident rate and improve overall service delivery.
• Contact software and hardware vendors to request service regarding defective products, facilitating prompt issue resolution.
• Installs personal computers, software and peripheral equipment, ensuring seamless integration into existing systems.
• Provides end user systems setup and access, guaranteeing secure and efficient access to critical applications and data.

• To be considered for this role, you must possess at least 4-6 years of experience in Desktop or Help Desk Support, delivering exceptional service to domestic and international users in a business setting.
• Strong technical aptitude, ability and troubleshooting skills to solve hardware and OS/Applications related issues, with a keen eye for detail and analytical mind.
• Excellent communication and customer service skills to support international service desk calls, fostering strong relationships with stakeholders.
• A high degree of professionalism, combined with the ability to think on your feet, navigate complex technical challenges, and provide clear guidance to users.
• Ability to work in and with teams, collaborating effectively with IT Asset Management and other departments to drive business success.
• Experience with AV systems support, Windows 10/11 and newer, Mac OS Catalina, Big Sur, Monterey and newer, basic networking, Application administration, Active Directory, Office 365, and hardware plus.
• A+, Net+, Security+, ITIL, MCSA Desktop plus certifications are highly desirable, but not mandatory.
• Able to work in 24*7 rotational shifts as per business need, demonstrating flexibility and adaptability in a fast-paced environment.

This role offers a competitive compensation package, comprehensive benefits, and opportunities for growth and professional development in a dynamic enterprise environment.

Please note that we are an equal opportunities employer, committed to diversity and inclusion. We welcome applications from talented individuals who share our values and are passionate about delivering exceptional service.