Job Title: Senior - Technical Support Specialist
Job Summary
The Senior Technical Support Specialist is a pivotal role within our organization, responsible for managing and resolving high-level technical issues that arise within our IT infrastructure. This position requires a proactive approach to troubleshooting, as well as the ability to lead and mentor junior and mid-level support staff. The Senior Technical Support Specialist will collaborate closely with IT management to optimize support processes and contribute to system improvements, ensuring that our technical support team operates at peak efficiency. This role is ideal for a seasoned professional with a strong background in IT support, who is looking to take on a leadership position and drive excellence in technical service delivery.
Key Responsibilities
- Lead troubleshooting efforts for critical hardware, software, and network issues, ensuring timely resolution and minimal disruption to operations.
- Develop and implement best practices for IT support, creating comprehensive technical documentation to facilitate knowledge sharing and training.
- Serve as a subject matter expert in technical support functions, providing guidance and expertise to team members and stakeholders.
- Assist in system upgrades and migrations, ensuring seamless transitions and minimal impact on end-users.
- Collaborate with vendors to resolve issues and implement system improvements, maintaining strong relationships to enhance service delivery.
- Provide advanced support for enterprise applications and cloud services, ensuring optimal performance and user satisfaction.
- Conduct security audits and implement IT security best practices to safeguard organizational data and infrastructure.
Skills and Knowledge Required
- In-depth knowledge of operating systems, networking, and security protocols.
- Experience with IT automation and scripting languages such as PowerShell and Python.
- Strong leadership and mentoring skills to guide and develop junior team members.
- Excellent problem-solving and project management abilities to effectively manage multiple priorities.
Educational Qualifications
- Bachelor’s degree in IT or a related field.
- Industry certifications such as Microsoft Certified Solutions Expert (MCSE) or CCNA are preferred.
Key Focus Areas
- High-level technical problem resolution.
- IT security and compliance.
- Training and leadership development.
- Process optimization for enhanced efficiency.
Experience
- 5+ years of experience in IT support or related fields, with a proven track record of success in technical problem resolution.
Tools and Equipment
- Proficiency in advanced diagnostic and security tools to effectively identify and resolve technical issues.
Other Requirements
- Ability to handle high-pressure situations effectively, demonstrating resilience and composure in challenging circumstances.