Technical Support Specialist
Core
Provide Tier 2/3 technical support for advanced hardware, software, networking, and Office 365 issues via phone, email, chat, or remote sessions.
Role type
Senior Technical Support Specialist (Tier 2/3)
Builds
Durable solutions for product, software, and hardware platforms; documentation (runbooks, guides, FAQs)
Domain
IT Support / Enterprise Infrastructure
Deliverable
client delivery
Required skills
O365 administration, desktop support, hardware troubleshooting, networking fundamentals, system administration, analytical problem-solving, ticketing system management, hardware/software installation and configuration, security compliance review, mentoring
Preferred skills
Ability to commute to or relocate to Brooklyn, NY
Technologies
Office 365, VPN, Ticketing Systems
Responsibilities
Diagnose and resolve complex customer issues across multiple platforms; lead technical investigations and partner on long-term fixes; create and maintain support documentation; manage and maintain Office 365 products; coach and mentor junior staff; review system audit alerts for security compliance; respond to user inquiries via multiple channels; support hardware and software upgrades.
Seniority
Senior, hands-on IC