Offer summary

Qualifications:

Bachelor’s Degree in Computer Science, Information Systems, Engineering, or related field, or equivalent technical support experience., At least 1 year of experience in a technical support or similar role, troubleshooting complex IT systems., Strong interpersonal and communication skills with a professional, customer service-oriented attitude., Knowledge of commonly used IT concepts, practices, and procedures, including experience with ticketing systems..

Key responsibilities:

Provide comprehensive technical support to corporate users worldwide via various communication channels.

Troubleshoot and resolve end user computing problems, ensuring minimal disruption to business operations.

Manage and support computer hardware, software installations, and productivity tools, including account administration.

Triage and escalate system and network outages, maintaining communication with customers throughout the process.

Job description

IT Support Specialist

Department: Corporate IT

Reports to: Senior Manager, Corporate IT  

The IT Support Specialist provides technical support for corporate users, ensuring smooth operation of Windows, MacOS, and Linux systems. This role involves resolving hardware and software issues in a global environment, in person, via phone, and remotely. The specialist will be responsible for managing and supporting computer hardware, software installations, productivity tools, email systems, and operating systems, ensuring minimal disruptions to business operations.

Responsibilities: 

Provide comprehensive technical support to Suvoda employees worldwide. 
Respond to technical support requests received via email, chat, telephone call, and ticketing system and resolve in a timely manner in accordance with team procedures and standards. 
Troubleshoot end user computing problems (laptop hardware/OS/software, printer, phone system, video conferencing, etc.)  - including analyzing the problem, identifying the appropriate resources, testing of proposed fixes, and follow-up to ensure the problem has been resolved. 
Maintain communication with customer and answer basic questions. Ensure the customer understands and is satisfied with work completed. 
Follow all standard operating procedures (SOP) through the effective use of Knowledge Management. 
Manage a case count between 15-25 tickets. 
Develop and maintain working knowledge of relevant technology and support policies and processes in order to provide technically accurate solutions to users. 
Triage and escalate system and network outages to reduce downtime. 
Administer employee accounts including account creation, maintenance, and deletion. Install and upgrade company laptops using prebuilt automated deployment processes. 
Perform other related duties as required.

Requirements: 

Bachelor’s Degree (Computer Science, Information Systems, Engineering, or related field) or equivalent technical support experience. 
Professional, customer service-oriented attitude. 
Strong interpersonal and communication skills.
Ability to be adaptable, flexible, and change activities quickly according to business needs. 
Knowledge of commonly used information technology concepts, practices, and procedures. 
At least 1 year of experience in a technical support or similar role required. 
At least 1 year of experience troubleshooting complex IT systems and end user technology (Mac and PC laptop hardware/OS/software, printer, phone system, video conferencing, etc.) and corporate IT infrastructure (networks, telecommunications systems, etc.). 
At least 1 year of experience in enterprise application administration (Microsoft Office 365, Slack, Atlassian suite, Okta, Zoom etc.). 
At least 1 year of experience in administration and support of MacOS and Microsoft Windows operating systems.  
Experience utilizing ticketing systems to prioritize tasks, ServiceDesk Plus, ServiceNow, or Jira preferred.
At least 1 year of networking experience (TCP/IP, DNS, DHCP and VPN).

We are aware that an individual(s) are fraudulently representing themselves as Suvoda recruiters and/or hiring managers. Suvoda will never request personal information such as your bank account number, credit card number, drivers license or social security number — or request payment from you — during the job application or interview process. Any emails from the Suvoda recruiting team will come from a @suvoda.com email address. You can learn more about these types of fraud by referring to this FTC consumer alert.

As set forth in Suvoda’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

If you are based in California, we encourage you to read this important information for California residents linked here.

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