Senior Technical Support Specialist

Job Description

Job Description

Description : Overview :

As a Senior Technical Support Specialist, you will be a primary escalation point for a team within a Managed Service Provider (MSP) environment. You will play a crucial role in ensuring the timely and effective resolution of client technical issues.

Responsibilities :

• Team Leadership :
• Assign tasks and ensure adherence to service level agreements (SLAs).
• Identify and create internal documentation (KBs) for process and training.
• Technical Expertise :
• Possess in-depth knowledge of IT infrastructure, networking, operating systems, and common software applications.
• Stay updated on the latest technologies and industry trends.
• Act as a technical escalation resource for team.
• Client Support :
• Oversee the resolution of client support tickets and requests.
• Ensure adherence to Service Level Agreements (SLAs) and established response time.
• Escalate complex issues to appropriate technical teams or engineers.
• Build and maintain positive relationships with clients.
• Process Improvement :
• Identify and implement process improvements to enhance team efficiency and streamline support workflows and procedures.
• Support training programs to enhance team skills and knowledge.
• Additional Responsibilities :
• Work collaboratively with other team members.
• Act as an ambassador for our company’s Mission and Values.
• Participate in a 24x7 On-Call Rotation Schedule as needed.

Requirements :

Position requires the ability to lift and move upwards of 50lbs, climb under desks and into network closets to adjust wiring, etc. Ascend and descend multiple flights of stairs several times a day.

Regular onsite client visits are required, including work being performed primarily at one client location. While location(s) are subject to change, this position is required to be an in-person role.

This job description is not intended to be an exhaustive list of all responsibilities, duties, and requirements associated with the position. The company reserves the right to add to, change, or delete any of the above responsibilities at any time.