Technical Support Specialist

Job Title: Technical Service Delivery Specialist

About the Role:

We are seeking a highly skilled Technical Service Delivery Specialist to join our team. As a senior technical resource and trusted problem solver, you will deliver high-quality IT support to our global user base.

This role supports a global 24x7 environment and contributes to a support experience that is scalable, user-focused, and relentlessly improving.

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 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

Required Qualifications:

• 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

Why Join Us:

We offer a dynamic work environment where you can grow professionally, collaborate with experienced experts, and develop your skills further.

Our company values employee satisfaction and offers excellent compensation packages, extensive training opportunities, and career growth possibilities.

We believe in continuous learning, teamwork, and mutual respect. Our aim is to create an inclusive atmosphere where everyone can thrive.

Discover new challenges and expand your horizons with us