Technical Support Specialist

Understood. I have updated the title and adjusted the internal language to reflect a Specialist role rather than a Lead position, while maintaining the non-traceable, corporate-neutral tone.

Technical Support Specialist

About the Company

We are a premier global provider of specialized consultancy, financial services, and data-driven software solutions. For over three decades, our organization has empowered clients through a comprehensive suite of independent support programs and sophisticated tracking platforms. By leveraging large-scale data and innovative technology, we deliver bespoke cost-saving solutions and strategic advisory services that prioritize the unique operational interests of our diverse international clientele.

Our Core Solutions Include:

• Asset Management Programs: Comprehensive coverage plans designed to stabilize operating budgets and maximize asset availability.

• Supply Chain & Logistics: A global network focused on sourcing high-quality components and optimized inventory solutions.

• Data Analytics Platforms: Proprietary software suites that provide actionable insights for asset tracking, inventory management, and project oversight.

• Strategic Advisory: Independent technical evaluations and accredited appraisals delivered by a worldwide team of subject matter experts.

• Capital Finance: Customized, asset-based financial structures tailored to specialized industry needs.

Position Summary

The Technical Support Specialist is responsible for resolving technical inquiries related to desktop computing, executive-level A/V systems, and enterprise software applications. This individual must demonstrate exceptional customer service and communication skills, with a strong passion for supporting users across a wide range of technologies. You will possess robust analytical skills to efficiently prioritize and resolve support requests while completing assigned project work to meet the evolving needs of the business.

Key Responsibilities

• Incident Management: Promptly respond to and resolve Tier 1 and 2 end-user support requests, ensuring all activity is meticulously logged in the ticketing system.

• Technical Triage: Work closely with the IT infrastructure team to provide proper triage of complex issues prior to escalation.

• Executive Support: Provide “white glove” support for senior leadership, ensuring their technical needs are met with the highest level of service and professionalism.

• Collaboration Tools: Assist in the setup and support of A/V equipment and video conferencing software; facilitate technical requirements for company-wide meetings.

• Cloud Administration: Administer the organization’s Microsoft 365 tenant, including Exchange, Teams, SharePoint, OneDrive, and Intune.

• Hardware Maintenance: Install, configure, test, and troubleshoot workstations, mobile devices, and networking peripherals such as firewalls and switches.

• Lifecycle Operations: Follow detailed employee onboarding and offboarding procedures, provisioning and deprovisioning accounts and system access in a timely manner.

• Security & Monitoring: Monitor and respond to security alerts, taking remedial action as necessary; maintain up-to-date hardware and software inventories.

• Documentation: Create and maintain technical user guides and internal IT procedures.

Education and Experience

• Experience: Minimum of 3 years providing end-user support in a fast-paced corporate environment.

• Education: B.S. in Information Systems, Computer Science, or a related field.

• Technical Stack: Minimum of two years’ experience working in the Microsoft 365 Admin Center, Azure Active Directory (Entra ID), and on-premises Active Directory.

• Software: Proficiency administering Microsoft applications such as Outlook, Teams, Excel, SharePoint, and OneDrive.

• Hardware: Hands-on troubleshooting experience with laptops, desktops, conferencing equipment, and printers.

• Networking: Experience resolving issues related to Windows networking, including IP addressing, DHCP, and DNS.

• Certifications: Microsoft 365 Certified Administrator, A+, or CCNA preferred.

Desired Credentials

• Service Orientation: Exceptional focus on user satisfaction and problem-solving.

• Prioritization: Ability to execute tasks effectively in high-pressure situations.

• Communication: Excellent oral and written skills for both technical and non-technical audiences.

• Security Mindset: Considers security best practices and business context when completing technical tasks.