
Senior Technical Support Specialist
2 days ago
Job Title: Senior Service Desk Agent
We are seeking a seasoned IT professional to join our team as a Senior Service Desk Agent. In this role, you will serve as a senior point of contact for IT support requests via phone, email, and chat.
About the Role:
- You will play a pivotal role in delivering high-quality IT support to our global user base.
- As a trusted problem solver, you will model excellence in execution, documentation, and customer care.
- You will bring deep technical knowledge, sound judgment, and a passion for service to help us shift from reactive support to proactive partnership.
Responsibilities:
- Troubleshoot and resolve technical issues involving hardware, software, networking, and enterprise applications.
- Own and drive resolution for high-impact issues, ensuring clear communication and timely follow-through.
- Mentor junior agents by sharing best practices and troubleshooting techniques.
Requirements:
- 3+ years of experience in technical support or service desk environment.
- Strong understanding of Windows operating systems, enterprise software, and end-user hardware.
- Proficient with Microsoft 365 and remote troubleshooting tools.
Benefits:
- You will be part of a dynamic and supportive team that values collaboration and continuous learning.
- You will have opportunities to grow and develop your skills through training and professional development programs.
Work Environment & Shift Expectations:
- Must be available for rotational shifts covering 24x7 operations.
- Comfortable in a fast-paced, high-volume support environment.
Additional Skills:
- Windows operating systems
- Enterprise software
- End-user hardware
- Microsoft 365
- Remote troubleshooting tools
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