Advanced Technical Support Specialist
7 days ago
This role is responsible for providing advanced technical support to resolve escalated issues from Level 1 support.
The Service Desk Technician will be responsible for diagnosing and resolving hardware, software, OS related, M365, and basic network issues. They will investigate problems thoroughly, using available resources such as documentation, knowledge bases, and collaboration with other technical teams.
- Providing technical assistance to customers by assessing the severity of issues, prioritizing accordingly, and working diligently to find solutions within stipulated timelines.
- Handling escalated tickets from Level 1 support, ensuring prompt and effective resolution.
- Escalating unresolved issues to Level 3 or specialized teams as necessary.
The ideal candidate will have a strong technical background, excellent problem-solving skills, and a customer-focused approach. They will act as a bridge between Level 1 support and more specialized IT teams, ensuring timely resolution of complex issues.
Required Skills and Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 5+ years of experience in Microsoft 365 administration or similar roles.
- Strong knowledge of Microsoft Office 365 applications and services.
- Expertise in managing Exchange Online, SharePoint Online, and Microsoft Teams.
- Experience with Active Directory (AD), Group Policy Management, and Azure AD.
- Proficiency in PowerShell scripting for automation and administration.
Preferred Skills and Qualifications:
- MCSE: Productivity Certification.
- ITIL v3 Foundation Certification or equivalent knowledge of IT service management.
- Experience with Azure Rights Management and mobile device management (MDM).
- Knowledge of compliance frameworks and data protection practices.
- Technical Support
- Ticket Handling
- Issue Escalation
- Collaboration
- Root Cause Analysis
This position requires a strong understanding of technical concepts and excellent communication skills to effectively interact with end-users, stakeholders, and cross-functional teams.
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