Senior Technical Support Specialist

Delivering Exceptional IT Support Services

This is a pivotal role within our IT organization, where you will be instrumental in delivering high-quality support to our global user base. You will serve as a trusted problem solver and technical resource, resolving complex issues while elevating the overall performance of the Service Desk through excellence in execution, documentation, and customer care.

This role is part of a reimagined End User Services & Solutions organization, supporting a global 24x7 environment and contributing 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 partner for the business.

Key Responsibilities:

• Provide senior-level IT support via phone, email, and chat with a calm, confident, and user-centered approach.
• Troubleshoot and resolve 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 with precision and completeness in the IT Service Management platform.
• Mentor 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 for advanced diagnostics and root cause analysis.
• Provide guidance 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 improvements in tools, processes, and workflows to increase efficiency and service reliability.
• Collaborate with Tier 2/3 teams and other IT functions for seamless handoffs and reduced time-to-resolution.
• Support conferencing and AV technologies, including Microsoft Teams and Zoom.
• Participate in proactive maintenance, system checks, and readiness tasks.

Required Skills and Qualifications:

• At least 3 years of experience in technical support or service desk environments.
• Strong understanding of Windows operating systems, enterprise software, and end-user hardware.
• Proficiency in 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 for guiding and de-escalating users in high-pressure situations.
• Demonstrated ability to take ownership from intake through resolution.
• Passion for learning, improvement, and delivering exceptional service.

Benefits and Expectations:

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

Preferred Qualifications:

• 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 diverse user bases.