Technical Support Specialist II

As a Technical Support Specialist II, you will provide advanced technical assistance to resolve complex IT issues. Your role involves troubleshooting, analyzing, and resolving software and hardware problems to ensure seamless operations for end users. You will also contribute to the development and maintenance of support documentation.,

• Assisting users with diagnostics and troubleshooting through tool use and verbal guidance.
• Connecting mobile devices (iOS, Android, Windows) to a corporate infrastructure
• Engaging in Service Desk activities including End User Support, Integration Monitoring, and Ticket Status
• Supporting processes related to end-user experience such as ID creation, distribution, passwords resets, and authorization of product
  
  Possess excellent communication and customer service skills.
• Experience in a Level 1 Support role, working with Windows & Mac OS in a remote support scenario
• Experience of MS Windows 10 & 11 & Office 365 desktop administration
• Experience with Virtualisation (Citrix) and Virtual Desktop support
• Experience with Troubleshooting Outlook, including problems connecting to Exchange/Office 365
Connecting via a VPN, using multifactor authentication
• Experience of ITSM software, such as TOPdesk, Service Now, Remedy, Supporting mobile device (iOS, Android, Windows) in a managed enterprise environment
• Experience of Supporting macOS productivity applications i.e. Adobe Creative Suite/Creative Cloud, Microsoft Office etc, (Azure) Active Directory administration and Windows networking