Job Title: Technical Support Specialist

Key Responsibilities :

• Provide advanced technical support for end users, managing escalated issues from Tier 1 teams.
• Troubleshoot and resolve complex technical issues related to hardware, software, networking, and operating systems (Windows & Mac).
• Respond to and resolve incidents in a timely manner while maintaining a high level of customer satisfaction.
• Document all support requests, issues, and resolutions in the ticketing system (Jira experience preferred).
• Collaborate with cross-functional teams to identify recurring issues and recommend solutions.
• Assist in maintaining knowledge base articles and creating training materials for internal and external users.
• Participate in on-call rotation as required.

Must-Haves :

• Proven experience in Tier 2-3 technical support roles.
• Strong troubleshooting skills with a solid understanding of both Windows and Mac operating systems.
• Excellent communication skills, with the ability to explain complex technical issues to non-technical users in an easy-to-understand manner.
• Outgoing and personable demeanor, with a passion for helping others and providing top-tier support.
• Ability to work in a fast-paced environment while managing multiple tasks and priorities effectively.

Nice-to-Haves :

• Familiarity with Jira or other ticketing systems to help streamline issue management.
• Experience with networking, cloud-based services, and system administration.