Technical Support Specialist

Position Summary

Key Responsibilities

• Provide technical support across devices, applications, telephony systems, and user environments to ensure system reliability.
• Diagnose and resolve Tier 1 and Tier 2 technical issues, including user access, device failures, connectivity issues, and application errors.
• Support account provisioning, permissions management, and device configuration for internal users and customer environments.
• Assist with system configurations including telephony setup, endpoint configuration, and basic network troubleshooting.
• Monitor and respond to incoming support requests via phone, ticketing systems, and messaging platforms.
• Document troubleshooting steps, root cause, and resolution details within the ticketing system.
• Identify recurring issues and contribute to root cause analysis and long-term resolution efforts.
• Escalate complex issues to senior technical resources with complete and accurate documentation.
• Create and maintain knowledge base documentation, ensuring accurate and up-to-date troubleshooting guides and support procedures
• Maintain awareness of system status and proactively respond to performance or outage indicators.
• Must be flexible and able to work independently.

Support Operations

• Manage and prioritize support queues based on urgency, severity, and business impact.
• Ensure all tickets are updated, tracked, and closed with proper documentation.
• Participate in outage response by performing initial triage and gathering critical information.
• Adhere to escalation procedures and service standards to ensure consistency and quality.

Communication & Collaboration

• Communicate technical issues and resolutions clearly to both technical and non-technical audiences.
• Collaborate with Product, Development, Infrastructure, and Operations teams to resolve issues.
• Provide feedback on recurring issues, system improvements, and support process gaps.
• Possess excellent phone and verbal communication skills.

Qualifications

• 2 years of experience in technical support, IT help desk, or similar role preferred.
• Working knowledge of troubleshooting hardware, software, and network-related issues.
• Familiarity with Microsoft 365, device management tools, and ticketing systems.
• Basic understanding of Active Directory, endpoint management, or telephony systems is a plus.
• Ability to follow structured processes and independently drive issue resolution.

Non-Technical Requirements

• Strong communication and customer service skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and analytical thinking skills.
• High level of accountability and attention to detail.
• Team-oriented mindset with a focus on continuous improvement.