Technical Support Specialist
1 day ago
As a senior service desk agent, you will provide high-quality IT support to our global user base. You are a technical resource and problem solver who resolves complex issues and elevates the service desk's performance by modeling excellence in execution, documentation, and customer care.
This role supports a 24x7 environment and contributes 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 proactive partnerships with the business.
You will be responsible for serving as a senior point of contact for IT support requests, troubleshooting technical issues, owning and driving resolution for high-impact issues, documenting activities, mentoring junior agents, creating knowledge base articles, using remote support tools, providing guidance to users, supporting incident prioritization, championing service standards, identifying improvements, collaborating with teams, and participating in maintenance tasks.
To succeed in this role, you will need strong technical knowledge, excellent documentation skills, effective communication skills, and a passion for learning and delivering exceptional service. You will also have 3+ years of experience in technical support or service desk environments, proficiency in Microsoft 365 and remote troubleshooting tools, and solid foundational networking knowledge.
In addition to your technical skills, you will be expected to work rotational shifts covering 24x7 operations, including nights, weekends, and holidays, and be comfortable in a fast-paced, high-volume support environment. You will also be expected to take initiative in knowledge sharing and continuous improvement activities and commit to ongoing professional development and system/process training.
Some of your key responsibilities include:
- Providing timely and effective technical support to users
- Troubleshooting complex technical issues and resolving them efficiently
- Collaborating with internal teams to identify and implement process improvements
- Developing and maintaining knowledge base articles and other documentation
- Mentoring junior team members and contributing to their growth and development
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