Edward Jones · 17 hours ago

Senior Support Specialist

USA

Full-time

Remote

Mid, Senior Level

$45K/yr - $75K/yr

2+ years exp

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Responsibilities

Diagnose, analyze, and resolve complex technical issues across various platforms collaborating closely with peers to identify ticket trends and potential wide-spread issues. Partner with leaders to resolve and create proactive measures to reduce future occurrences

Troubleshoot inquiries promptly guiding technical and non-technical users through the problem-solving process. Escalate incidents and outages to other technology departments when appropriate and dispatch vendors, as necessary

Apply technical understanding with minimal direction to resolve issues utilizing troubleshooting tools, following department processes, and other resources as appropriate

Evaluate and prioritize customer support requests via workflow based on the severity/time sensitivity of the situation

Provide IT support for devices including PC workstations/laptops, MACs, thin clients, printers/fax, scanners, office phones, iPhones, Android phones, iPads, Tablets, modems, routers, and switches

Support end-users in their use of applications & troubleshooting complex technical issues including Microsoft Office 365, Teams, Intune virtual desktops, Zoom, WebEx, zScaler, antivirus, remote access, etc

Mentor and coach associates on specific equipment/on-the-job training to reinforce learning

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Technical SupportMicrosoft Office 365Ticketing SystemsTCP/IPDNSDHCPWindows 10IPhonesAndroid PhonesIPadsTabletsPrintersLaptopsThin ClientsDesktopsModemsRoutersVDICompTIA Network+CompTIA Security+CompTIA A+MCSA Windows Server 2012Azure CertificationsMS365 CertificationsCoachingMentoring

Required

Bachelor's degree preferred or a minimum of 2+ years of experience in a technical support environment

Dedicated home office space and a hard-wired internet connection required

Technical knowledge of iPhones, Android phones, iPads, Tablets, monitors, printers, phones, laptops, thin clients, desktops, modems, routers, and VDI's.

Intermediate Understanding of TCP/IP, DNS, & DHCP, Microsoft Office 365, Windows 10 & IOS, and WebEx & Zoom

Required to provide evening, weekend, or holiday support as needed

Experience using ticketing systems to manage, and track incidents is required