Technical Support Specialist

The Helpdesk Specialist is responsible for delivering prompt and effective technical assistance to resolve client issues and support requests.

The primary responsibility of the Helpdesk Specialist will be to provide remote technical support via phone, email, or chat, addressing a wide range of IT-related issues including hardware and software troubleshooting, network connectivity problems, and system configurations.

• Effective Communication: Handle clients by efficiently probing probable causes of issues, educate them about the issue and course of actions to be taken. Keep customers informed about available options, work as per customer's availability and communicate internally within the team to work out a solution with minimal delay.
• Troubleshooting LoB Apps: Troubleshoot various custom applications used for client operations and tasks such as centralization, backup, vulnerability scans, and data recovery to enhance IT operations.
• Analyze and Resolve Issues: Evaluate complex IT business needs presented through tickets, research through available resources efficiently and recommend effective technical solutions. Troubleshoot and resolve both basic and complex IT malfunctions, implementing appropriate solutions to address and rectify issues effectively.
• Incident Prioritization: Quickly prioritize tasks based on their impact on business operations. Urgent action is crucial for minimizing downtime during high-severity incidents such as server failures or widespread outages.
• Documentation and Coordination: Document LAN activities, including backups, maintenance, server upgrades, and patching. Coordinate tasks and focus on troubleshooting and resolving backup tickets to ensure smooth network operations.
• Troubleshoot Networking Tickets: Understand and troubleshoot client's network infrastructure tickets including internet troubleshooting, VPN solutions, firewall systems and office WiFi connectivity to ensure secured and optimized network performance. Work with ISP vendor support like Comcast, CenturyLink etc. during network outages and keep the client timely updated on course of actions to be followed.
• Cloud Platform Networking Tickets: Have a basic understanding of software-based network connectivity on cloud platforms like Azure, AWS, and collaborate on NOC tickets.
• Troubleshooting COTS Products: Work with multiple commercial off-the-shelf (COTS) products such as SentinelOne, Threat Locker, N-able, and DUO, ensuring their effective utilization and troubleshooting when needed.
• OS Troubleshooting: Troubleshoot Server and Client OS issues like disk and storage tickets, backup issues, OS performance issues, apps crashes and not-responding errors, no boot issues (power outages), BSOD issues and related causes like driver issues, hardware failures, or software conflicts on server OS like WS 2012/2012 R2, 2016, 2019, 2022, and client OS and builds of Windows 8, 8.1, 10, and 11. Operate remotely through functionalities like iDRAC (Dell), iLO (HP) etc. Other typical issues include Active Directory, DNS, and DHCP issues and remote operations issues like remote access and RDP issues.
• Application Crash Analysis: Identify the crashed application and gather error details and recent user actions. Utilize event logs and task manager for diagnostics, attempting restarts or updates to build a root cause analysis; escalate tickets through prescribed channels within the teams, if issues persist or require advanced support.
• M365 Troubleshooting: Troubleshoot basic M365 environments, ensuring optimal performance and resolving issues efficiently.
• Fortinet VPN Troubleshooting: Hands-on troubleshooting experience on Forticlient EMS and MFA.