Technical Support Specialist

Incident & Problem ManagementPerform advanced troubleshooting to identify root causes of recurring or complex issues.Restore services within defined SLA targets.Document root causes, fixes, and preventive actions.Support Problem Management by identifying trends and recurring incidents.Technical Troubleshooting & ResolutionDiagnose and resolve complex hardware, software, network, and system issues.Support operating systems, applications, servers, cloud services, and endpoints.Apply fixes, patches, configuration changes, and workarounds where required.Validate solutions before closing tickets.3. System & 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 procedures.4. Escalation & CollaborationEscalate unresolved or critical issues to Level 2 or vendors with complete diagnostics.5. Documentation & Knowledge ManagementCreate and update knowledge base articles and technical documentation.Ensure ticket updates are accurate, detailed, and professional.6. Customer CommunicationCommunicate clearly with customers on issue status, progress, and resolution.Explain technical issues in a simple, customer-friendly manner.Manage customer expectations during incidents and outages.7. Monitoring & Preventive SupportMonitor systems, alerts, and dashboards.Take proactive action to prevent incidents where possible.Support maintenance activities and system health checks.QualificationsStrong 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 (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 HaveCompTIA Security+Microsoft Certified: Security Operations Analyst Associate (SC-200)Cisco CCNAFortinet NSE / Palo Alto CertificationsCulture & BenefitsA culture of growth: Many of our leaders started in junior roles — we believe in investing in our people and growing talent from within.Continuous feedback: We don’t wait for annual reviews — we believe in real-time coaching and development.Supportive & collaborative vibes: We're all about learning together, cheering each other on, and diving into challenges as a team.A 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 work.Flexible work options: Enjoy up to 6 Work from Home days per month — balance that works for you.#J-18808-Ljbffr