Reports to:
The Technical Specialist II reports to the Technical Lead for Managed Services.

Responsibilities and Duties:

• Customer Support: Provide technical support to clients through various channels such as phone, email, and remote access tools. Address and resolve technical issues promptly and professionally, ensuring a positive customer experience.
• Advanced Technical Support: Provide expert-level technical support to clients, addressing complex issues through various channels such as phone, email, and remote access tools. Resolve escalated incidents and service requests efficiently, ensuring customer satisfaction.
• Incident Management: Manage and prioritize customer incidents based on severity and impact. Escalate critical issues to appropriate teams or vendors and ensure timely resolution and effective communication to clients.
• Troubleshooting and Issue Resolution: Analyze and troubleshoot intricate technical problems related to hardware, software, network, and infrastructure components. Apply advanced problem-solving techniques to diagnose and resolve issues within agreed service level agreements (SLAs).
• Proactive Maintenance: Conduct regular system monitoring, preventive maintenance, and performance optimization to ensure stability and reliability of client environments. Implement proactive measures to minimize potential downtime or disruptions.
• Solution Deployment: Assist in the planning, implementation, and configuration of IT solutions tailored to meet customer requirements. Collaborate with project teams and other technical specialists to ensure successful deployments.
• Documentation: Create and maintain accurate documentation of client configurations, technical procedures, troubleshooting steps, and knowledge base articles. Continuously update and improve documentation to enhance team efficiency and knowledge sharing.
• Customer Relationship Management: Build strong relationships with clients, acting as their primary technical point of contact. Understand their business needs and provide appropriate IT solutions and recommendations to meet their objectives.
• Training and Mentoring: Provide training and guidance to junior team members, sharing technical knowledge and promoting professional growth within the team.
• Collaboration and Knowledge Sharing: Collaborate with cross-functional teams, sharing knowledge and best practices to enhance overall team effectiveness. Contribute to the continuous improvement of processes, tools, and methodologies.
• Stay Updated: Stay informed about the latest industry trends, emerging technologies, and best practices related to IT managed services. Continuously develop and expand technical skills and certifications.
• Adheres to company policies and procedures regarding the safeguarding of protected information, including sensitive customer data and proprietary information.

Qualifications and Skills:

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• Extensive experience in a technical support role, with a focus on advanced troubleshooting and issue resolution.
• Strong knowledge of IT infrastructure components, including servers, networks, storage, operating systems, and virtualization technologies.
• Proficiency in diagnosing and resolving complex technical issues related to hardware, software, and network infrastructure.
• Experience with incident and problem management methodologies, tools, and best practices.
• Excellent analytical and problem-solving skills, with the ability to analyze data, identify trends, and propose effective solutions.
• Excellent communication skills, both written and verbal, with the ability to articulate technical concepts to non-technical stakeholders.
• Customer-centric mindset and a passion for delivering exceptional customer service.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Relevant certifications such as CompTIA Network+, Microsoft Certified Solutions Expert (MCSE), Cisco Certified Network Professional (CCNP), or ITIL Foundation are preferred.

Please apply at: applications@iconvergence.com