IT Support Specialist

July 4, 2024

Connext Global Solutions

FULL TIME

The IT Support Specialist is responsible for our global IT support team, offering support to end-users throughout the organization. This position involves troubleshooting and resolving various IT issues to ensure seamless functionality of desktops, laptops, applications, and other IT systems.
Job Description

Provide remote end-user troubleshooting, either remotely or in person, and support for staff to include desktop, laptop, applications, and other operational tasks.
Ensure all tickets are documented with current status, customer communications and full description of the problem/resolution daily.
Configure workstation and laptops with standard workstation automation and install applications.
Communicate with end users in non-technical terms, understand their business requirements, and provide long term or permanent solutions to issues.
Maintain documentation or KBs for internal and external usage.
Work on continuous improvement by sharing experiences and knowledge within the team.
Be able to support a 24/7 company on a rotating basis.

Required Qualifications

Experience with Mobile Device Management (MDM) solutions to manage and secure mobile devices within an enterprise environment.
Knowledge of and experience with Remote Monitoring and Management (RMM) solutions for proactive monitoring, maintenance, and management of IT Systems and networks.
Understanding of Command-line in Windows for system administration tasks and troubleshooting.
Experience with deploying and managing Managed Anti Virus to ensure the security and integrity of IT systems against malicious threats.
Proficient in preparing deploying IT equipment such as desktops, laptops, and mobile devices to ensure operational readiness for users both office and field environments
Familiarity and working knowledge of Windows Server infrastructure, Windows 10, Microsoft Azure & AAD, On-Premises Active Directory, Microsoft 365, and Google Workspaces.
Strong working knowledge of computer systems, networking, hardware, and software.
Ability to analyze complex problems, propose effective solutions, and collaborate within a team environment.
Strong analytical skills enable the candidate to diagnose issues accurately and implement timely solutions.
Comfortable working in a fast-paced environment where changes can occur daily and can multi-task effectively
Proven expertise in diagnosing and resolving technical issues efficiently.
Clear and coherent in both written and verbal communication skills to effectively communicate technical concepts non-technical users and manage customer expectations.
Strong interpersonal skills with a focus on delivering quality customer service.
Ability to work in a team environment or at times independently.
Maintain accurate documentation skills including ticket updates, resolutions, and ensuring information accessibility and sharing within the team.
Strong attention to detail in executing tasks with minimal errors.
Respond to the daily queue of support requests ensuring timely resolution and effective communication with end-users..
Ability to grasp new concepts and technologies to convey technical information effectively.