Technical Support Specialist

Job Title: Mid-Level - Technical Support Specialist

Job Summary

The Mid-Level Technical Support Specialist plays a crucial role in ensuring the seamless operation of IT systems by providing advanced troubleshooting and support for hardware, software, and network-related issues. This position is designed for individuals who possess a strong technical background and are capable of mentoring junior specialists. The specialist will handle escalated support tickets, collaborate with other IT teams, and contribute to the overall efficiency of IT operations. The ideal candidate will demonstrate a commitment to excellence in customer service and possess the technical acumen necessary to resolve complex issues effectively.

Key Responsibilities

• Provide second-level technical support for escalated issues, ensuring timely resolution and customer satisfaction.
• Troubleshoot complex hardware, software, and network problems, employing analytical skills to identify root causes.
• Assist in maintaining and upgrading systems and applications, ensuring optimal performance and security.
• Document solutions and update knowledge base articles to facilitate knowledge sharing and improve support processes.
• Train and mentor junior support specialists, fostering a culture of continuous learning and professional development.
• Support end-users with advanced system configurations and installations, ensuring a smooth user experience.
• Collaborate with other IT teams to resolve systemic issues, promoting a unified approach to problem-solving.
• Monitor IT systems for potential issues and proactively address concerns to minimize downtime and disruptions.

Skills and Knowledge Required

• Strong knowledge of Windows, Linux, and macOS environments.
• Understanding of network protocols and configurations, including TCP/IP, DNS, DHCP, and VPNs.
• Experience with Active Directory and enterprise-level IT service management platforms.
• Ability to analyze logs and diagnose system issues effectively.
• Strong communication and customer service skills, with a focus on user satisfaction.

Educational Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Certifications such as CompTIA Network+, Microsoft 365 Certified, or ITIL are preferred.

Experience

• 2-4 years of technical support or IT experience, demonstrating a solid understanding of IT operations.

Tools and Equipment

• Advanced diagnostic tools and scripting utilities for troubleshooting.
• Network analyzers and monitoring tools to assess system performance.
• Enterprise IT service management platforms for ticketing and issue tracking.

Other Requirements

• Ability to work independently and make informed decisions in high-pressure situations.

Key Competencies and Requirements

The successful candidate will exhibit strong competencies in advanced troubleshooting and root cause analysis, system configuration and maintenance, documentation and process improvement, and mentorship of junior specialists. A proactive approach to problem-solving and a commitment to continuous improvement will be essential for success in this role.