Technical Support Specialist
Technical support specialists play a crucial role in ensuring the smooth operation of complex systems. In this position, you will be responsible for investigating and resolving technical issues, providing technical guidance to users, and collaborating with other teams to implement new technologies.
About the Role
This 2nd level support role involves working with internal teams to investigate, analyze, and resolve technical incidents. You will be supporting a large number of endpoints across various locations, including offices and distribution centers.
Duties and Responsibilities
The following are some of the key duties and responsibilities of this role:
* Resolve or escalate incidents assigned by the Level 1 Help Desk Team.
* Support and resolve issues over the phone, in person, remotely, and via other channels.
* Work independently and as part of a team to resolve technical issues and identify problems for escalation.
* Provide technical standards and write technical documentation and knowledge base articles.
* Focus on governance and define clear processes.
* Prioritize tasks effectively and manage time efficiently.
* Implement, test, and support infrastructure across the organization.
* Engage in project work with other teams.
* Provide technical expertise and advice to end-users.
About You and Your Skills
To succeed in this role, you should possess the following skills and qualifications:
* At least 3 years of relevant technical experience in an IT support role.
* Experience using an IT service management tool.
* Demonstrated technical understanding of relevant technologies.
* Demonstrated experience in maintaining root cause analysis of enterprise-based computing infrastructure in a large-scale, complex, and distributed business environment.
What's in it for You?
We offer a range of benefits to our team members, including flexible working options, office perks, discounts, recognition through rewards, opportunities for learning and development, paid parental leave, and investment in your future.
Why Choose This Opportunity?
This role offers a unique chance to grow your career in a dynamic and supportive environment. With opportunities for professional development and a focus on work-life balance, you can achieve your goals and make a meaningful contribution to our organization.