Senior IT Support Specialist

Position Summary:

The Senior IT Support Specialist will have dual responsibilities, one, providing technical expertise to resolve escalated incidents and issues associated with the IT platform and two, directing a Support Services Team in support of 700+ employees across multiple geographic locations. This role is responsible for leading and overseeing all support service elements to include ticket management, PC imaging/deployments, PC hardware/software inventories, PC maintenance/support, mobile devices maintenance/support, and among others.

Job Details:
Monday to Friday - 8am-5pm PH time/ 9am - 6 PM PH time
Work from Home

Responsibilities:

• Troubleshoot, diagnose, and resolve technical hardware and/or software issues.

• Serve as the escalation person for other support services team members. Work closely with the team to resolve problems and provide mentoring.

• Develop and lead new user IT orientation, onboarding, and training program.

• Ensures SLAs are being met, triaging, and delegating tickets to technicians maintaining customer satisfaction.

• Strong sense of ownership and accountability to identify tasks and see them through to completion.

• Maintains knowledge base and works with management on creating/updating standard operating procedures.

• Provide guidance and explain policies and procedures to IT support staff and end-users.

• Schedule and proactively manage regular hardware and software upgrades for employees.

• Administration of the company’s basic technology platforms (Microsoft Office 365, Teams, SharePoint, IP Phones, MDM, Remote tools, SCCM, etc.), including configuration and account creation/deletion.

• Work closely with Supervisor of Support Services on special projects.

• Collaborate with the IT and business manager(s) to brainstorm ideas and strategies to enhance excellent customer experience in the organization.

• Design and update IT products or services offering.

• Install, test and configure personal computer devices, peripheral equipment and software.

• Laptops, desktops, iOS & Android devices, Office 365, email accounts, network printers, etc.

• Responsible for maintaining technical documentation on installation of software, configuration of hardware and problem troubleshooting.

• Maintain, and implement where necessary, a highly accurate, maintained asset inventory, end-to-end asset management process, and accessible information database with automated, on-demand management reporting.

• Identify and implement improvements to procedures and processes.

• Actively participate in change control meetings and system maintenance activities.

• Performs other duties as assigned.

• Oversee the activities of all support services members to ensure that they deliver excellent customer service and provide customer guidance.

• Mentor, train, and groom junior members in the support services team

Qualifications:

• Bachelor’s degree in computer science or other related field with 5+ years of experience in a Help Desk environment or relevant experience.

• ITIL Processes Knowledge.

• Hands on experience with incidents and requests ticketing system (Fresh Service or ServiceNow)

• Capable of leading innovation initiatives, process improvement and standardization within the IT organization.

• Deep working knowledge supporting and maintaining Microsoft Windows 10 and Windows compatible applications in an enterprise environment

• Knowledge of core technologies including but not limited to Active Directory, WAN/LAN/Wi-Fi, Core Networking, Cloud Services, Video Conferencing fundamentals and printing.

• Hands on experience setting up and troubleshooting mobile devices.

• Experience with Endpoint Client Security software.

• Ability to pay attention to time management, as well as possessing analytical skills.

• Ability to showcase good leadership skills to carry team members along.

• Proficient in the English language (speaking, writing and comprehending).

• Ability to work weekends if needed.

Supplemental Qualifications:

• ITIL 4 Certification.

• COMPTIA A+, or Network+, or Security+, or HDI Certification.

• Hands on experience with System Center Configuration Manager or Microsoft Endpoint Manager.

• Hands on experience with Mobile Device Management Platforms - Jamf, Intune, AirWatch

• Help Desk oversight experience.

• Project management experience.