Technical Support Specialist

Job Overview

We are seeking a Technical Support Specialist to provide exceptional IT support for end-users, acting as the primary point of contact between users and the IT department. The role involves handling both emergency and non-emergency support requests, ensuring timely resolution, and providing clear communication throughout the process. This position requires strong technical expertise, attention to detail, and the ability to effectively coordinate with cross-functional teams.

The ideal candidate will be responsible for logging, tracking, and resolving service tickets, managing requests, troubleshooting issues, and supporting a wide range of technical systems and software. The Technical Support Specialist must be proactive in identifying potential system issues and outages, providing solutions, and escalating critical issues when necessary. A customer-centric attitude is essential, with a strong focus on delivering effective and timely resolutions to end-users.

Key Responsibilities

• Receive and respond to end-user calls for technical assistance.
• Log and track end-user calls and requests through the company’s internal ticketing system.
• Act as the main point of communication between users and the IT department for all IT-related inquiries.
• Provide first-level support and troubleshooting for a wide range of technical issues.
• Answer emergency and non-emergency calls from 9:00 AM to 10:00 PM, documenting important details and dispatching tickets as needed.
• Coordinate and collaborate with operating teams to resolve technical issues.
• Identify and address potential problems or outages promptly.
• Follow up with users and technical teams until issues are resolved to ensure customer satisfaction.
• Maintain comprehensive documentation of service desk processes, procedures, and user interactions.
• Alert management to high-priority or critical issues requiring attention.
• Create and maintain service tickets and issue logs for technical support staff.
  
  

Job Requirements

• University Degree
• 1-2 years of experience providing end-user support.
• Ability to work flexible hours, including extended shifts.
• Good in English (both written and spoken).
• Familiarity with key technical systems including:
• Desktop operating systems
• Active Directory, MS SCCM, MS Exchange Console, print servers, and AV consoles
• Basic knowledge of network systems and principles
• Familiarity with various software applications and basic hardware for PCs
• Strong customer service skills, especially in a financial services environment.
• Ability to actively listen and understand customer issues, providing solutions in a clear and professional manner.
  
  

Desired Skills

• Strong communication and interpersonal skills.
• Problem-solving mindset and proactive in addressing technical issues.
• Ability to work well under pressure and manage multiple tasks.
• Strong organizational skills and attention to detail.