We are looking for an experienced Senior Technical Support Specialist to join our team and provide high-level assistance for complex technical issues. In this role, you will be responsible for diagnosing, troubleshooting, and resolving intricate technical problems for both customers and internal stakeholders. You will serve as a lead point of contact for escalated issues, mentor junior support staff, and collaborate with engineering and product teams to resolve systemic challenges. Your expertise and leadership will ensure that technical issues are resolved efficiently, while maintaining exceptional customer service standards.
Key Responsibilities:
- Provide expert-level support for complex technical issues across hardware, software, networking, and cloud systems.
- Monitor and process IT requests.
- Manage inventory.
- Act as a point of escalation for the technical support team, resolving advanced problems that cannot be handled by lower-level support staff.
- Troubleshoot, analyze, and resolve customer issues related to application performance, network connectivity, and security concerns.
- Collaborate with product and engineering teams to diagnose root causes of recurring technical issues and recommend solutions.
- Mentor and guide junior technical support team members, helping them grow in their technical capabilities and troubleshooting skills.
- Develop and maintain technical documentation, including troubleshooting guides, FAQs, and knowledge base articles to assist with issue resolution.
- Assist in the creation of training materials to improve team expertise and service delivery.
- Provide proactive solutions for recurring issues by identifying patterns and implementing preventative measures.
- Monitor and manage critical customer support cases, ensuring timely resolution in accordance with Service Level Agreements (SLAs).
- Conduct post-mortem analyses for critical or major incidents, determining the root cause, developing action plans, and reporting back to relevant teams.
- Participate in software and hardware upgrades, patches, and deployment activities, offering expert guidance and troubleshooting during implementation.
- Stay up to date with emerging technologies and industry best practices to continuously improve service delivery and internal processes.
- Ensure customer satisfaction by providing exceptional technical assistance, clear communication, and follow-up support.
Requirements:
- Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent work experience).
- Minimum of 5-7 years of experience in technical support, with at least 2 years in a senior or leadership role.
- Expert-level knowledge of operating systems (Windows and macOS) and networking concepts (e.g., DNS, IP, routing, VPNs).
- Strong experience troubleshooting complex software applications, hardware, and network-related problems.
- Proficiency in working with MS365 platforms at help desk level.
- In-depth experience with enterprise-level support tools, ticketing systems, and ITSM practices (ITIL knowledge a plus).
- Ability to lead root cause analysis and post-incident reviews, providing actionable insights and solutions.
- Excellent verbal and written communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
- Strong problem-solving skills and the ability to work under pressure to meet deadlines.
- Technical certifications such as CompTIA A+, Network+, Microsoft Certified Solutions Expert (MCSE), or HDI are preferred.
- Ability to work independently and as part of a team in a fast-paced environment.
- Able to perform normal IT-related physical tasks such as picking up 50 lb of equipment, installing IT equipment under the work desk, climbing a ladder to access IT equipment in the ceiling etc.
This job description describes the general nature and level of work performed by employees assigned to this position. It should not be construed as an exhaustive list of all required duties, responsibilities, and skills. Reasonable accommodations may be made to enable disabled individuals to perform the essential functions of the job.
ABOUT UNITED WAY WORLDWIDE
United Way Worldwide seeks diverse, qualified professionals who want to make a difference in the world. If you are passionate about your work and desire to help others achieve enhanced education, income, and health, United Way Worldwide is the place for you.
