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We are seeking an experienced and skilled individual to fill a senior IT support specialist position. As a key member of our team, you will play a pivotal role in resolving complex technical issues for clients, mentoring and assisting colleagues, and leading from the front.
Main Responsibilities:- Provide exceptional customer service by resolving support tickets with speed and professionalism, providing advanced troubleshooting, and engaging with clients to discuss IT solutions.
- Manage and resolve escalated tickets while maintaining clear and frequent communication with clients, identifying, communicating, and mitigating potential risks to stakeholders and clients.
- Demonstrate leadership by mentoring and upskilling junior team members, working closely with the Service Desk Manager to identify process gaps and mature the operational delivery of services.
- Minimum 10 years' experience with at least 4 years in a senior systems administrator role.
- At least 4 years of managed services experience.
- Expert-level knowledge and experience in at least 2 technology domains.
- Excellent communication skills with highly developed active listening skills.
- Ability to adapt communication style to suit different audiences (vendors, peers, clients).
- Advanced knowledge of Windows operating systems, with bonus points for macOS and Linux.
- Proficiency in Remote Desktop Services deployments including FSLogix profile management.
- Significant knowledge and exposure to virtualization technologies (VMware, Hyper-V, etc.).
- In-depth understanding of networking protocols, configurations, and troubleshooting.
- Microsoft 365 Certified: Endpoint Administrator Associate or similarly aligned certification.
