Senior Technology Support Specialist

**Technical Support Specialist**

We are looking for a skilled Technical Support Specialist to join our global team. As a trusted problem solver, you will deliver high-quality IT support to users worldwide.

This role is part of a reimagined End User Services & Solutions organization, supporting a 24x7 environment and contributing to a scalable, user-focused, and continuously improving support experience.

You will bring deep technical knowledge, sound judgment, and a passion for service, helping us shift from reactive support to proactive, trusted partnerships with the business.

**Key Responsibilities:**

• Provide expert-level technical support via phone, email, and chat, using a calm, confident, and user-centered approach.
• Troubleshoot and resolve complex 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.
• Handle multiple requests with professionalism and urgency, while maintaining high-quality user engagement.

**Requirements:**

• 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:**

• 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:**

• 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.