Support Desk Specialist

Reports To

Service Manager in US

Position Summary

The Support Desk Specialist position will provide phone and remote technical support to clients in an efficient, effective, and accurate manner. They will work with the support operations team and provide support delivery to clients. The goal for this position is to make sure that the customer’s value is maintained to the standards set by the company.

Essential Functions

  • Provide “front line” desk and queue support to clients to solve technical issues

  • Support wide range of client end users with varying levels of technical understanding and knowledge

  • Utilize PSA, RMM, and other industry specific tools and technologies to support clients and update documentation

  • Properly escalate unresolved issues to the next level of support as needed

  • Maintain communication with clients to ensure proper follow-up on issues through to resolution

  • Develop and maintain relationships with customers and team members to further enhance customer experience and MIS Solutions customer-focus

  • Participate in on-call/afterhours support rotation which can include weekends

  • Participate in strategy and consulting meetings on technical matters – internal and external – for company and client interests

  • Administrative tasks such as ensure proper recording, documentation, and closure of work tickets, including time entries

  • Maintain and update internal technical documentation of both company and clients

  • Preserve and grow knowledge of support procedures, products and services

  • Recommend procedure modifications or improvements

  • Utilize excellent customer service skills and exceed customer expectations

Knowledge, Skills, Abilities

  • 2+ years of experience working in an IT MSP/CSP environment in providing support desk services

  • Broad range technical troubleshooting and issue resolution skills and experience

  • Technical knowledge of the following – pc hardware, macs, printers, scanners, computer peripherals, mobile devices, Windows PC OS, Citrix, VMWare, MS Office products, Mac OS

  • Ability to communicate technical information, both verbal and written, to a wide range of users

  • Customer service orientation

Experience and Education

A 4-year degree in a related field and 2 years in IT service with progressive responsibility. Relevant experience may be substituted for the education requirement.

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