Senior Technical Support Specialist
1 day ago
The role of a Senior Technical Support Specialist requires a highly skilled and motivated individual with a strong background in technical support, specifically within service desk or managed services environments.
This position serves as an escalation point for Level 1 engineers, providing expert guidance and resolving complex technical issues that cannot be completed by junior support staff. The successful candidate will also assume ownership of support tickets from initiation to resolution, escalating when necessary to Level 3/Engineering teams.
Key Responsibilities:- Technical Escalation: Provide high-level technical guidance and resolve intricate issues escalated by Level 1 engineers.
- Ticket Ownership: Assume ownership of support tickets from start to completion, escalating when necessary.
- Microsoft 365 Expertise: Deliver advanced support for Microsoft 365 services, including Exchange Online, SharePoint, Teams, Intune, and administration of security and access policies.
- Network Troubleshooting: Conduct thorough network troubleshooting, including cable tracing, switch and firewall checks, and VPN support.
- Endpoint Support: Provide comprehensive endpoint support using RMM tools and other remote technologies.
- Documentation: Contribute to and maintain detailed technical documentation and process improvements.
The ideal candidate is a proactive problem-solver who excels in independent work but also values teamwork. Strong communication skills, both verbal and written, are essential, along with excellent documentation habits.
Requirements:- 5+ Years Experience: A minimum of 5 years' experience in a service desk or MSP environment.
- Microsoft 365 Expertise: Advanced experience supporting Microsoft 365 environments, including Intune.
- Windows Knowledge: A good understanding of Windows desktop and server environments.
- Networking Knowledge: Intermediate networking knowledge (VPN, DNS, DHCP, VLANs, basic firewall rules).
- Communication Skills: Excellent verbal and written communication skills.
- Documented Habits: Strong documentation habits and the ability to follow ITIL-aligned processes.
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