Help Desk Technical Specialist

Job Role:

You will be responsible for delivering exceptional support to our clients through remote tools, managing support tickets, and contributing to a highly dynamic environment.

Key Responsibilities:

• Technical Support & Troubleshooting:
  • Provide level 2 support for Windows and Mac platforms, troubleshooting complex issues related to O365, Windows, Mac OS, networking, hardware, and software configurations.
  • Utilize remote support tools to connect to end-user devices and efficiently resolve issues in a timely manner.
  • Assist in diagnosing, repairing, and troubleshooting system-level problems for client devices and environments.
  • Ensure that all technical issues are resolved with a focus on quality, efficiency, and minimal disruption to clients.
• Ticket Management & Documentation:
  • Effectively manage and update support tickets in the ticketing system, ensuring timely resolution and proper escalation when necessary.
  • Maintain comprehensive, accurate documentation for all troubleshooting steps, resolutions, and procedures.
  • Track recurring issues and collaborate with senior engineers for resolution and continuous improvement of support processes.
• System Configuration & Maintenance:
  • Configure and maintain Office 365 applications, including Exchange, SharePoint, Teams, and OneDrive.
  • Perform regular system and application updates, patch management, and preventive maintenance on client devices and networks.
  • Use checklists and planning skills for maintenance activities to ensure smooth operations and minimal service disruption.
• Collaboration & Client Interaction:
  • Collaborate with the NOC and SOC teams to escalate and resolve critical incidents affecting client systems or network security.
  • Provide clear, effective communication to end-users during troubleshooting and resolution, ensuring they are informed of progress and outcomes.
  • Serve as a liaison between the Help Desk and more advanced support levels (L3), escalating issues as required.
• Cloud Infrastructure & Security Awareness:
  • Assist clients with cloud-based infrastructure support, including Azure, AWS, and cloud environments.
  • Ensure client devices are configured securely, implementing security best practices in coordination with SOC teams.

Required Skills and Qualifications:

• 3-5 years of experience in Helpdesk L2 Support, including 24x7 NOC, SOC, or IT support.
• Strong experience troubleshooting and maintaining Windows, Mac OS environments, including hardware, software, and network configurations.
• Advanced skills in Office 365 configuration and troubleshooting (Exchange, Teams, OneDrive, SharePoint).
• Proficient in troubleshooting remote support tools (e.g., RDP, AnyDesk, TeamViewer).
• Solid L1 to L2 support skills, including device troubleshooting, software installation, patching, and configuration.
• Strong experience in ticketing systems (e.g., ConnectWise, ServiceNow, Zendesk).
• Familiarity with cloud platforms like Azure, AWS, and knowledge of cloud infrastructure is a plus.
• Ability to plan and execute maintenance activities, ensuring minimal disruption to client operations.
• Excellent documentation skills, with attention to detail in creating clear and structured records.

Preferred Certifications:

• CompTIA A+, Network+, or Security+.
• Microsoft Certified: Modern Desktop Administrator Associate.
• AWS Certified Solutions Architect (or similar).
• Azure Administrator certification (preferred).
• ITIL Foundation.