Endpoint Support Specialist

TRC Talent Solutions is partnering with an industry-leading organization known for operational excellence and exceptional customer experience to identify a Support Specialist for its Endpoint Engineering team. This position offers the opportunity to work alongside experienced engineers, provide advanced technical support, and help improve the end-user experience through effective troubleshooting and knowledge management.

Summary

The Support Specialist serves as the first point of contact for escalated endpoint-related issues and partners closely with the Endpoint Engineering team to drive resolution. This role is responsible for providing advanced technical support, diagnosing and resolving Windows-related issues, documenting findings, and developing knowledge resources that enable support teams to resolve problems more efficiently.

Key Responsibilities

• Serve as the primary point of contact for escalated endpoint issues and work with the Endpoint Engineering team to drive resolution.
• Schedule sessions with end users to remotely troubleshoot technical problems.
• Diagnose and resolve moderately complex endpoint and desktop issues independently using internal and external documentation.
• Apply strong troubleshooting methodologies to systematically investigate and resolve technical issues.
• Utilize critical thinking and root cause analysis techniques to identify solutions and prevent recurring incidents.
• Partner with Windows Engineers to research and resolve complex problems affecting multiple users.
• Develop clear and effective knowledge base articles to reduce future escalations and improve support efficiency.
• Thoroughly document troubleshooting activities, findings, workarounds, resolutions, and next steps within the ticketing system.
• Promote knowledge sharing and ensure continuity across support teams.

Qualifications

• 5–7 years of experience in technical support, endpoint support, desktop support, or a related field.
• Strong experience supporting Windows environments.
• Proven ability to troubleshoot and resolve endpoint-related issues.
• Experience documenting technical issues and creating knowledge base articles.
• Strong analytical and problem-solving skills with an emphasis on root cause analysis.
• Ability to work effectively with engineering teams to resolve complex technical challenges.
• Excellent verbal and written communication skills.
• Highly organized with strong attention to detail and documentation.

TRC Talent Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, veteran status, or any other protected characteristic.