Dynamic Technical Support Specialist
Job Description
We are seeking a skilled and motivated professional to deliver exceptional technical support to clients, ensuring smooth operation of their IT environments.
1. Key Responsibilities:
* Provide first- and second-line support via email and remote tools.
* Diagnose and resolve issues involving business applications.
* Log, track, and manage incidents and service requests across various platforms.
2. Client Interaction:
* Deliver a professional customer-focused experience during all interactions.
* Translate technical issues into clear user-friendly language.
* Escalate unresolved issues appropriately and ensure timely follow-up.
3. Service Management:
* Adhere to ITIL-aligned processes for incident problem and change management.
* Monitor and meet SLA requirements for client requests.
* Identify opportunities to enhance service delivery and client satisfaction.
4. Collaboration & Documentation:
* Work closely with internal teams and vendors to resolve complex issues.
* Maintain accurate documentation of incidents changes and resolutions.
* Create and update knowledge base articles for recurring issues.
5. Tools & Technology:
* Use and support applications such as Office 365 Salesforce and Slack.
* Administer user accounts permissions and configurations.
* Stay current with emerging technologies and best practices.