Job description
IT Support Specialist - Second Shift
Department: Corporate IT
Reports to: SeniorManager, Corporate IT
The IT Support Specialist provides technical support for corporate users, ensuring smooth operation of Windows, MacOS, and Linux systems. This role involves resolving hardware and software issues in a global environment, in person, via phone, and remotely. The specialist will be responsible for managing and supporting computer hardware, software installations, productivity tools, email systems, and operating systems, ensuring minimal disruptions to business operations.
Responsibilities:
- Provide comprehensive technical support to Suvoda employees worldwide.
- Respond to technical support requests received via email, chat, telephone call, and ticketing system and resolve in a timely manner in accordance with team procedures and standards.
- Troubleshoot end user computing problems (laptop hardware/OS/software, printer, phone system, video conferencing, etc.) - including analyzing the problem, identifying the appropriate resources, testing of proposed fixes, and follow-up to ensure the problem has been resolved.
- Maintain communication with customer and answer basic questions. Ensure the customer understands and is satisfied with work completed.
- Follow all standard operating procedures (SOP) through the effective use of Knowledge Management.
- Manage a case count between 15-25 tickets.
- Develop and maintain working knowledge of relevant technology and support policies and processes in order to provide technically accurate solutions to users.
- Triage and escalate system and network outages to reduce downtime.
- Administer employee accounts including account creation, maintenance, and deletion. Install and upgrade company laptops using prebuilt automated deployment processes.
- Perform other related duties as required.
Requirements:
- Bachelor’s Degree (Computer Science, Information Systems, Engineering, or related field) or equivalent technical support experience.
- Professional, customer service-oriented attitude.
- Strong interpersonal and communication skills.
- Ability to be adaptable, flexible, and change activities quickly according to business needs.
- Knowledge of commonly used information technology concepts, practices, and procedures.
- At least 1 year of experience in a technical support or similar role required.
- At least 1 year of experience troubleshooting complex IT systems and end user technology (Mac and PC laptop hardware/OS/software, printer, phone system, video conferencing, etc.) and corporate IT infrastructure (networks, telecommunications systems, etc.).
- At least 1 year of experience in enterprise application administration (Microsoft Office 365, Slack, Atlassian suite, Okta, Zoom etc.).
- At least 1 year of experience in administration and support of MacOS and Microsoft Windows operating systems.
- Experience utilizing ticketing systems to prioritize tasks, ServiceDesk Plus, ServiceNow, or Jira preferred.
- At least 1 year of networking experience (TCP/IP, DNS, DHCP and VPN).
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As set forth in Suvoda’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.
If you are based in California, we encourage you to read this important information for California residents linked here.
