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Associate Technical Support Specialist

Remote: 
Full Remote
Contract: 
Full time
Experience: 
Mid-level (2-5 years)
Work from: 
United States

Offer summary

Qualifications:

Prior end-user support experience, Expert knowledge in Microsoft Cloud solutions, Strong understanding of Windows 10 and Microsoft Office, Experience with ticketing and time tracking tools, Experience supporting cloud-native organizations.

Key responsabilities:

  • Provide technical support to end users
  • Monitor and resolve end-user tickets
  • Support Windows, macOS, and Microsoft 365 technologies
  • Provision and decommission user devices remotely
  • Create documentation and update knowledgebase articles
Spektra Systems logo
Spektra Systems https://spektrasystems.com/
201 - 500 Employees
About Spektra Systems
Spektra Systems is an innovation leader in cloud computing products and services. Our mission is to enable people and businesses to achieve more with the help of effective technological solutions. Our four revolutionizing products are designed to help Cloud partners run and grow their businesses efficiently. a) CSP Control Center (www.cspcontrolcenter.com) Automating CSP business. Enabling growth. C3 streamlines the entire business & technical lifecycle for Microsoft CSP partners. The platform provides an effortless self-service experience that scales productivity and business development. b) CloudLabs (https://cloudlabs.ai/) Transforming virtual learning through immersive technology. CloudLabs is a self-service, end-to-end learning experience platform that delivers Microsoft Azure hands-on workshops at scale. Designed for training providers, ISV’s and system integrators, Cloudlabs has transformed the way cloud workshops and demonstrations are conducted. c) SaaSify (https://saasify.ai/) Helping ISVs and SaaS companies grow their business. SaaSify is a one-of-its-kind solution built to simplify, streamline and accelerate revenue growth on cloud marketplaces. The platform enables companies to optimize, list, sell and manage their software offerings — cost-effectively. d) Spektra Academy (https://spektraacademy.com/) Empowering individual learners through hands-on lab training and certification. Along with advanced solutions, we offer end-to-end services comprising advisory and consulting, product customization, and managed services. We’re headquartered in Seattle, the United States with offices in Canada, India, and Mexico and clients worldwide. Check us out at www.spektrasystems.com
See more Spektra Systems offers

Job description

This is a remote position.

Work Profile: Associate Technical Support - Providing end-user support. Must have prior experience in a similar capacity.

Spektra Systems is seeking an End User support engineer who possesses a passion for people and for emerging technologies. You will be supporting end users of Spektra, based out of India. You will be monitoring the tickets and provide remote support over email, IM, teams, Phone etc.

Desired Profile (Implementation/Support Experience, Expert knowledge, and/or ownership of):
You should have deep expertise in one or more technologies from the below and should be open to learn other technologies.
  • Microsoft 365
  • Identity Solutions (Azure AD)
  • General Networking
  • Must have experience in supporting end users through Voice, email, and IM.
  • Must have experience in supporting a Cloud native organization.
  • Strong understanding of Windows 10, Microsoft office and general system administration.
  • Experience in asset management and setting up laptop/desktops for users.
  • **Mandatory requirement**: Expert level Understanding of Microsoft Cloud related solutions.(Azure, Microsoft 365, and EMS – In-tune/AIP)
  • Experience with ticketing and time tracking procedures.
  • Relentless client-focus, and ability to consistently deliver high-quality customer service.
  • Adherence to workflow best practices: attention to detail, thoroughness, and follow-through.
  • Ability to schedule accurately and effectively balance multiple short and long-term project work for timely completion.
  • Ability to work autonomously and with other members of the technical and operations teams.
Requirements
Job Responsibilities:
  • Provide day-to-day technical support to end users (Tech Savvy users).
  • Monitor end-user tickets and ensure resolution within defined SLA.
  • Troubleshoot reported issues and complete assigned tasks according to SLA in Ticketing tools.
  • Supports Windows and Apple macOS based Laptop, Desktop and Servers for hardware and software related issues.
  • Support Windows 10, Microsoft Office, and general systems related issues.
  • Provision, decommission laptops, and servers remotely, following our standard best practices.
  • Provision and decommission users in AD and Microsoft 365
  • Support Microsoft 365 technologies for end-users.
  • Support various collaboration and messaging technologies, primarily including Microsoft Teams.
  • Support end-users RDS/WVD/AVD access.
  • Asset Management & tracking.
  • Setup new computers for employees and dispatch.
  • Managing and administering patching processes and best practices for Windows, Office, third party applications across physical, and mobile endpoints
  • Installation of hardware, software applications, security updates, service packs, etc.
  • Create metrics, monitoring and system reports for a higher level of information, i.e., trends analysis and management of the “health” of the environment
  • Provide documentation and update internal knowledgebase articles
  • Follow IT change management governance & process
  • Effectively communicate and build rapport with team members, stakeholders and interface groups using a variety of techniques and collaboration, from initiation to close.
  • Collaborate with colleagues across the global organization to implement change through structured change management process
  • Resolve complex issues and conflicts
  • Learn the latest Microsoft Cloud technologies and provide solutions using the latest technologies.
  • Learn Ticket management tools, internal/external communication, and processes to deliver top quality service.
  • Analyze, identify, and remediate issues within infrastructures.
  • Preserve and grow your knowledge of help desk procedures, products, and services by pursuing continuing education both inside and outside of work to maintain professional expertise.
  • Provide voice and chat-based support for our end users.

Required profile

Experience

Level of experience: Mid-level (2-5 years)
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Microsoft 365Documentation GenerationTechnical SupportAzure Active DirectoryNetworking BasicsSystem AdministrationChange ManagementMac OSAsset ManagementAvfoundationMicrosoft Windows 10

Other Skills

  • Collaboration
  • Microsoft Office
  • Customer Service
  • Time Management
  • Detail Oriented
  • Verbal Communication Skills
  • Problem Solving
  • Analytical Thinking
Are you interested?

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