Technical Support Specialist

Location: Miami, FL (100% onsite)

Direct Hire

Responsibilities

• Identify, triage, troubleshoot, diagnose, and resolve complex technical problems via in-person, phone, chat, and email-based support channels.
• Troubleshoot technology issues related to hardware, software, user accounts, trading environments, operating systems, and mobility
• Fulfill IT hardware requests requiring delivery, setup, or low-level hardware troubleshooting for end users in the office where you’re based.
• Escalate issues to senior members of the technical support team, infrastructure teams, platform engineering teams, and/or third-party vendors to ensure end-user issues are fixed at their root and do not recur.
• Provide excellent customer service experiences for all end users, traders, and senior leadership, acting as the end user’s advocate, ensuring their issues are fully fixed and they have an optimal IT experience.
• Collaborate effectively with both local and remote or distributed team members to accomplish small support tasks and large technical projects.

Qualifications

• 5 years of technical support experience with 100 end users, complex, and fast-moving enterprise environment.
• Working and Troubleshooting knowledge of Windows, networking, and information security topics.
• Experience with macOS, Linux, iOS, Android is a plus
• Working and Troubleshooting knowledge of Active Directory, Azure, Intune, DNS, DHCP, Microsoft Exchange, TCP/IP, and VPN.
• Working knowledge of messaging platforms, telecommunication tools, collaboration tools, and video conferencing (Slack, MS Teams, Zoom, Google Meet)
• Ability to communicate effectively and professionally across all settings to technical and non-technical audiences of all tenure and seniority.
• Experience working with clients that are in windows and Dell machines. Laptops and towers.
• Experience with Hardware and asset management to troubleshoot hardware and software.
• Experience with rebuilding mailbox, checking cables, or getting monitor settings right.
• Experience logging into exchange and troubleshooting outlook.
• Be flexible, pleasant and follow client protocol.
• Will be working 100% onsite in an office with end users