Expert Technical Support Professional
1 day ago
We are seeking a highly skilled and customer-oriented IT professional to fill this key technical support role. This hands-on position focuses on delivering Tier 2/3 technical support via various channels, including chat, email, phone, and remote tools.
Responsibilities
- Provide advanced technical assistance to internal users across multiple platforms.
- Troubleshoot and resolve hardware, software, and network-related issues using a range of troubleshooting techniques.
- Configure, manage, and maintain networking equipment, including switches, wireless access points, and firewalls, ensuring optimal network performance.
- Administer user accounts and access in Active Directory, Azure AD, Google Workspace, and other relevant platforms.
- Manage SaaS applications, including provisioning, configuration, and troubleshooting to ensure seamless functionality.
- Oversee device compliance, app deployment, and policy management using Microsoft Intune to maintain a secure and efficient environment.
- Support macOS environments, including integration with Apple Business Manager and MDM tools, to deliver a unified user experience.
- Assist with employee onboarding/offboarding by configuring IT systems and providing user training to ensure a smooth transition.
- Maintain accurate documentation of incidents, solutions, and processes in ticketing systems to facilitate knowledge sharing and continuous improvement.
- Monitor system performance and security, escalating critical issues when necessary to prevent disruptions.
- Collaborate with the IT team to improve internal processes and infrastructure, driving business growth and efficiency.
Qualifications
- Minimum 3+ years of experience in an IT Helpdesk or technical support role, with Tier 2/3 capabilities and a strong focus on customer satisfaction.
- Strong networking experience with switching and wireless, and firewall configurations, VPN setup, and security policy management.
- Advanced troubleshooting skills in macOS, with experience in Apple Business Manager or MDM tools.
- Proficiency in Microsoft Intune administration and Azure AD administration.
- SaaS administration experience with Zoom, Slack, and 1Password.
- Familiarity with ticketing systems such as Jira Service Management, Zendesk, or ServiceNow.
- Strong documentation skills, professional communication, and ability to handle escalations from Tier 1 support.
- Proven ability to troubleshoot complex issues and manage systems independently.
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