Senior Technical Support Specialist
2 days ago
The primary objective of this role is to provide technical support and resources to employees worldwide. As a key member of the global IT team, you will work closely with various departments to ensure seamless communication and collaboration.
This position involves providing Tier 1 and Tier 2 helpdesk support, managing IT operations, and contributing to enterprise system improvements. You will be responsible for analyzing complex issues, identifying solutions, and implementing them in a timely manner.
Key Responsibilities:
- Provide prompt and effective resolution for customers' computer and application issues, acting as the first point of contact for technical support.
- Manage the IT ticket queue efficiently, ensuring all issues are documented, tracked, and resolved within established Service Level Agreements (SLAs).
- Administer the onboarding and offboarding of employees, including workstation configuration, hardware provisioning, and system access.
- Occasional travel to oversee the shipping and receiving of hardware, maintaining accurate records and following all internal asset management processes.
- Collaborate with the finance team to maintain and improve vendor payment processes.
- Adhere to and help enforce internal policies for patch management and other critical IT procedures.
- Work closely with the global IT team to resolve complex issues and contribute to projects with a 'Global First' mindset.
- Author and maintain technical documentation and knowledge base articles to be shared across the company.
- Participate in IT projects as assigned, contributing to the implementation and improvement of enterprise systems.
- Engage in continuous personal/professional development.
A Bachelor's degree in a relevant field or 2-3 years of IT engineering experience with a proven track record in managing IT systems.
3+ years of experience in computer-related technical support.
Proficiency in end-user operating systems (e.g., macOS, Windows) and a foundational knowledge of server operating systems.
Basic understanding of networking skills including TCP/IP and routing.
Familiarity with virtualization technologies such as VMware, Hyper-V, EC2.
Experience with Single Sign On (SSO) platforms such as Okta.
Proficiency with productivity and collaboration software including Google Workspace, Microsoft Office 365, and Slack.
Knowledge and demonstrated use of AI tools to enhance productivity and problem-solving.
Basic knowledge of cybersecurity principles.
Experience with scripting and automation for system tasks is a plus.
Demonstrated ability to manage and prioritize tasks in a fast-paced environment.
Excellent communication and interpersonal skills, with a focus on building productive working relationships.
Flexibility to work in time zones outside of local business hours
Experience using ticket systems such as Jira Service Management.
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