Senior IT Support Professional

Unlock Your Potential as a Skilled IT Support Specialist.

We are seeking a highly motivated and detail-oriented individual to join our team as a Senior Service Desk Agent. As a trusted technical resource, you will play a critical role in delivering exceptional end-to-end IT support to our global user base.

This role is ideal for an individual with a strong passion for technology and a desire to make a real impact. You will have the opportunity to work collaboratively with cross-functional teams to resolve complex technical issues and drive service excellence.

• Serve as a senior point of contact for IT support requests via phone, email, and chat, providing expert guidance and support to users.
• Troubleshoot and resolve technical issues involving hardware, software, networking, and enterprise applications, utilizing your deep technical knowledge and sound judgment.
• Own and drive resolution for high-impact and escalated issues, ensuring clear communication and timely follow-through.
• Document activities in the IT Service Management platform with precision and completeness, maintaining accurate records and supporting continuous improvement efforts.
• Mentor and support junior agents by sharing best practices, troubleshooting techniques, and knowledge resources, fostering a culture of collaboration and knowledge-sharing.
• Create, refine, and review knowledge base articles to improve team consistency and issue resolution quality, driving service excellence and reducing time-to-resolution.
• Use remote support tools to conduct advanced diagnostics and root cause analysis, providing valuable insights and recommendations to drive process improvements.
• Provide guidance to users across varying levels of technical literacy, adapting communication style accordingly to ensure effective support and issue resolution.
• Support incident prioritization by assessing urgency, impact, and recurrence trends, making informed decisions to optimize support efficiency and effectiveness.
• Champion service standards, driving consistency and accountability across the team, ensuring that our users receive the highest level of support and service.
• Identify and recommend improvements in tools, processes, and workflows to increase efficiency and service reliability, continually striving for excellence and innovation.
• Collaborate with Tier 2/3 teams and other IT functions to ensure seamless handoffs and reduce time-to-resolution, promoting a culture of teamwork and collaboration.
• Provide support for conferencing and AV technologies, including Microsoft Teams and Zoom, ensuring smooth operation and optimal user experience.
• Participate in proactive maintenance, system checks, and readiness tasks, ensuring that our systems and infrastructure are always available and reliable.

• 3+ years of experience in a technical support or service desk environment, with a strong focus on customer satisfaction and technical expertise.
• Strong understanding of Windows operating systems, enterprise software, and end-user hardware, with a solid foundation in networking principles and concepts.
• Proficient with Microsoft 365 (Outlook, Teams, Excel, SharePoint) and remote troubleshooting tools, with experience using ServiceDesk Plus, ServiceNow, or other ITSM platforms.
• Experience with Active Directory, account administration, and access troubleshooting, with a strong emphasis on security and compliance.
• Solid foundational knowledge of scripting, log analysis, or endpoint management tools, with a passion for learning and staying up-to-date with industry trends.
• Excellent documentation, organizational, and ticket-handling skills, with the ability to communicate complex technical information in a clear and concise manner.
• Effective communicator with the ability to guide and de-escalate users in high-pressure situations, with a focus on empathy and user-centric support.
• Demonstrated ability to take ownership of issues from intake through resolution, with a strong commitment to continuous improvement and service excellence.
• Passion for learning, improvement, and delivering exceptional service, with a growth mindset and a willingness to adapt to changing needs and priorities.