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Tech Support Expert
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Expert IT Support Specialist
ITCS Enablement Specialists play a crucial role in ensuring seamless day-to-day operations within an organization. As an expert IT support specialist, you will be the primary point of contact for employees across various locations, providing exceptional technical assistance and resolving issues promptly.
Key Responsibilities:- Provide end-user support for hardware, software, and peripherals, including laptops/desktops, printers, mobile devices, and A/V equipment.
- Deliver multi-channel support through phone, email, chat, and in-person interactions to cater to local and remote users.
- Efficiently manage tickets using ticketing systems and escalate when necessary, ensuring timely resolution and minimizing downtime.
- Image, configure, and deploy laptops and desktops for new hires and tech refreshes, adhering to organizational standards and best practices.
- Utilize asset lifecycle management tools, such as FreshService, to track and inventory IT assets, ensuring accurate records and compliance with organizational policies.
- Enforce IT security policies, identifying and remediating potential security incidents or vulnerabilities to maintain a secure environment.
- Troubleshoot issues related to network connectivity, A/V conference tools, scanning, printing, and device access, collaborating with internal teams to resolve complex problems.
- Participate in special projects, pilots, and rollouts of new technologies or processes, driving innovation and improvement within the organization.
- Work closely with external vendors and suppliers to ensure service delivery meets quality, time, and cost requirements.
- Provide guidance and mentoring to junior helpdesk or first-touch support personnel, fostering growth and development within the team.
You will have the opportunity to work with cutting-edge technologies, contributing to the development of our unique visibility platform and solutions powered by pioneering deep packet inspection at scale technology.
