We are looking for a highly motivated and customer-focused IT Support Specialist to provide exceptional "white glove" customer service by swiftly resolving technical issues and delivering accurate solutions. The ideal candidate will have a strong technical background, excellent problem-solving skills, and a passion for supporting users in a fast-paced environment.
Education & Qualifications: - Bachelor's degree or technical institute degree/certificate in Computer Science, Information Systems, or a related field preferred.
- Microsoft Certified Professional (MCP) and/or CompTIA Certifications preferred.
Experience: - Minimum of two years of Support Center experience in a fast-paced environment, directly supporting desktops and laptops.
- Proven track record of consistently meeting service goals.
- At least one year of experience with Windows administration and Active Directory.
Key Performance Metrics: Success in this role will be measured by:
- Customer Satisfaction
- Time to Close
- Completion of Group Projects
Core Competencies: To excel in this role, the candidate must demonstrate the following:
- Honesty & Integrity: Maintains ethical standards, builds trust, and speaks truthfully.
- Intelligence: Quickly absorbs and understands new information.
- Attention to Detail: Ensures accuracy and prevents errors.
- Enthusiasm: Exhibits passion and a positive attitude.
- Organization & Planning: Effectively plans and prioritizes tasks.
- Calm under Pressure: Performs well under stress.
- Persistence: Shows determination and follow-through.
- Work Ethic: Demonstrates a strong commitment to getting the job done.
Key Responsibilities: - Provide technical support for desktops, laptops, and related peripherals.
- Cultivate and maintain strong relationships with customers.
- Prioritize tasks efficiently to meet deadlines.
- Document resolutions for knowledge-sharing within the team.
- Serve as a Subject Matter Expert (SME) and point of contact for technical issues.
- Track work accurately in IT Service Management (ITSM) systems.
- Support ongoing Device Support projects.
- Be available for flexible scheduling, including nights and weekends, as needed.
- Manage application packages for deployment through MECM/SCCM and Intune.
- Assist in building and maintaining Gold images for company devices.
- Follow policies for device deployment and decommissioning.
- Act as a primary contact for end-user support via phone and email.
- Troubleshoot and configure Apple devices using AirWatch or Intune.
- Support and configure various software applications, including Office 365, CRM systems, VPNs, and web browsers.
- Utilize device management tools for user support and application deployment.
- Train and assist team members as needed.
- Adapt to changing priorities and perform other essential tasks as assigned.
Our client is a global leader in pest control, renowned for its dedication to excellence and innovation in service delivery. With abundant opportunities for career advancement, this role offers the chance to develop new skills and grow alongside a rapidly expanding company. If you thrive in a collaborative, team-driven environment where your contributions are valued and your success is celebrated, this is the perfect opportunity for you.