Technical Support Specialist

Incident & Problem ManagementPerform advanced troubleshooting to identify root causes of recurring or complex issuesRestore services within defined SLA targetsDocument root causes, fixes, and preventive actionsSupport Problem Management by identifying trends and recurring incidentsTechnical Troubleshooting & ResolutionDiagnose and resolve complex hardware, software, network, and system issuesSupport operating systems, applications, servers, cloud services, and endpointsApply fixes, patches, configuration changes, and workarounds where requiredValidate solutions before closing ticketsSystem & Service SupportSupport enterprise systems such as: Microsoft 365 / Email services, Active Directory / Azure AD, Endpoint management (Intune, MDM, EDR), Network connectivity (LAN, WAN, VPN), Backup and monitoring toolsPerform controlled changes following approved change proceduresEscalation & CollaborationEscalate unresolved or critical issues to Level 2 or vendors with complete diagnosticsDocumentation & Knowledge ManagementCreate and update knowledge base articles and technical documentationEnsure ticket updates are accurate, detailed, and professionalCustomer CommunicationCommunicate clearly with customers on issue status, progress, and resolutionExplain technical issues in a simple, customer-friendly mannerManage customer expectations during incidents and outagesMonitoring & Preventive SupportMonitor systems, alerts, and dashboardsTake proactive action to prevent incidents where possibleSupport maintenance activities and system health checksRequirementsStrong troubleshooting and analytical skillsHigh understanding of IT infrastructure and cloud servicesKnowledge of ITIL processes (Incident, Problem, Change)Ability to work under pressure and manage prioritiesClear documentation and communication skillsCertifications are Strongly Preferred :ITIL® 4 FoundationCompTIA Network+CompTIA A+Microsoft Certified: Endpoint Administrator Associate (MD-102)Microsoft Certified: Azure Administrator Associate (AZ-104)Microsoft 365 Certified: Administrator ExpertNice to Have:CompTIA Security+Microsoft Certified: Security Operations Analyst Associate (SC-200)Cisco CCNAFortinet NSE / Palo Alto CertificationsBenefitsA culture of growth: Many of our leaders started in junior roles — we believe in investing in our people and growing talent from withinContinuous feedback: We don't wait for annual reviews — we believe in real-time coaching and developmentSupportive & collaborative vibes: We're all about learning together, cheering each other on, and diving into challenges as a teamA space for every personality: Love socializing? You'll thrive in our lively environment where conversation and connection are key. Prefer quiet focus? We've got dedicated Focus Rooms perfect for deep workFlexible work options: Enjoy up to 6 Work from Home days per month — balance that works for you#J-18808-Ljbffr