Senior Technical Support

Our Client, a Financial company, is looking for a Senior Technical Support for their New York, NY location.

Responsibilities :

• Providing remote technical support for a fast paced environment across multiple divisions, primarily focused on laptops (Windows PCs, Macs) and mobile devices.
• Delivering exceptional, customer-centric service and effectively managing expectations to ensure high satisfaction through clear communication and timely issue resolution.
• Developing and implementing best practices and processes to optimize the L2 Tech Escalations team's effectiveness.
• Maintaining excellent written and verbal communication, actively participating in cross-training initiatives, and contributing to site-level operational readiness and process enhancements.
• Efficiently managing assigned escalations, ad-hoc requests, and additional tasks while proactively identifying and addressing skill gaps.
• Collaborating closely with the team lead, serving as a backup when required, and fostering partnerships across platforms and with organizational stakeholders to expand the team's capabilities.
• Assisting with reports and metrics, providing regular updates to the team lead, and offering support to colleagues as needed.

Requirements :

Why Should You Apply?

As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.