IT Support Specialist
We are seeking a highly skilled IT Support Specialist to join our team. This individual will provide technical assistance to clients, ensuring the smooth operation of their IT environments.
Key Responsibilities
* Provide first- and second-line support via email and remote tools.
* Diagnose and resolve issues involving Office 365, Salesforce, Slack, and other business applications.
* Log, track, and manage incidents and service requests across various platforms.
Client Interaction
* Determine client needs through effective communication.
* Translate technical issues into clear language for clients.
* Evaluate and escalate unresolved issues in a timely manner.
Service Management
* Manage incidents, problems, and changes using ITIL-aligned processes.
* Monitor and meet SLA requirements for all client requests.
* Identify opportunities to enhance service delivery and client satisfaction.
Collaboration & Documentation
* Work closely with internal teams and vendors to resolve complex issues.
* Maintain accurate documentation of incidents, changes, and resolutions.
* Create knowledge base articles for recurring issues.
Tools & Technology
* Utilize office productivity software like Microsoft Office 365.
* Administer user accounts, permissions, and configurations for applications.
* Stay current with emerging technologies and best practices.
Requirements
* Fluency in English (written and verbal).
* Proficiency in an additional language (e.g., Spanish).
* Experience working in Managed Service Providers (MSPs) environments.
* Hands-on experience with ticketing platforms or similar applications.
* Familiarity with cloud-based solutions and IT infrastructure management.
We value diversity and equal opportunity in the workplace.