Global IT Support Expert

Senior Technical Support Specialist Job Description

As a Senior Technical Support Specialist, you will play a key role in delivering exceptional end-to-end IT support to our global user base. You are a technical resource and trusted problem solver, resolving complex issues and elevating the overall performance of our Service Desk by modeling excellence in execution, documentation, and customer care.

This position supports a 24x7 global environment, contributing to a scalable, user-focused, and relentlessly improving support experience. You will 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
• Provide support for conferencing and AV technologies, including Microsoft Teams and Zoom
• Participate in proactive maintenance, system checks, and readiness tasks

Requirements:

We seek an individual with:

• 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

Preferred Qualifications:

Ideal candidates will possess:

• Experience using ServiceDesk Plus, ServiceNow, or other ITSM platforms
• Familiarity with scripting, log analysis, or endpoint management tools
• Knowledge of AV and conferencing platforms (Teams, Zoom, Webex)
• Prior exposure to CaseWare, CCH Axcess, or other industry-specific applications
• ITIL Foundation certification or equivalent
• Multilingual skills to support a diverse user base

Work Environment & Shift Expectations:

To succeed in this role, you must be:

• Available for rotational shifts covering 24x7 operations, including nights, weekends, and holidays
• Comfortable in a fast-paced, high-volume support environment
• Expected to take initiative in knowledge sharing and continuous improvement activities
• Committed to ongoing professional development and system/process training

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