Senior IT Support Specialist

Role Summary:

As a Senior IT Support Specialist, you are a highly motivated and enthusiastic individual with a deep passion for technology. You thrive in dynamic work environments and excel at problem-solving.

In this role, you will be the first point of contact for customers, handling inbound calls and emails with efficiency and professionalism. You will swiftly diagnose and troubleshoot technical issues, providing clear information and effective solutions. Your commitment to delivering exceptional customer service and maintaining high professional standards will be key to your success in this role. 

Key Responsibilities:

• Provide first-line support to customer workstations;
• Offer first-line support for infrastructure and cloud services;
• Support order management and product pre-sales inquiries;
• Investigate, resolve, and/or escalate issues to the highest level of support;
• Document each call using an internal ticket system (Autotask);
• Contribute to creating and updating a support knowledge base, demonstrating a passion for learning and knowledge sharing;
• Maintain and support quality and statistical standards consistently;
• Work both independently and as part of a team to achieve individual and group targets;
• Strive for first-call resolution with each customer interaction, providing excellent technical support. 

Qualifications:

• Bachelor's degree in Computer Science or related field;
• 3+ years of experience in a Support Specialist role;
• Exceptional organizational skills with the ability to prioritize tasks and manage multiple deadlines effectively;
• Commitment to contributing to a strong team culture to ensure success and building relationships with internal colleagues;
• Proven ability to meet multiple and/or unexpected deadlines in a fast-paced environment with a demand for quick turnarounds;
• Capabilities in resolution, logical troubleshooting, customer service, and customer satisfaction.

Preferred Qualifications:

• Practical experience in cloud and networking environments;
• Knowledge and experience in deploying new technology systems;
• Proficiency in Windows PowerShell scripting.

Compensation is tailored to each individual based on their skills, qualifications, experience, and location. The rates mentioned in this posting represent only the base hourly, monthly, or annual pay and exclude potential bonuses, equity, or sales incentives, where applicable. Beyond base pay, we provide a comprehensive benefits package.