Overview
In the role of Senior Technical Support Specialist, you will enhance the operational quality and technical capabilities of the Global Service Desk for clients. This position involves tackling complex support issues, driving process improvements through automation and standardization, and mentoring team members while contributing to leadership development opportunities. You will work closely with IT leadership and business partners to align support strategies with organizational goals, ensuring a high level of support for both executive and general user requests.
Responsibilities
- Act as the primary technical liaison for complex support issues across the Americas.
- Drive continuous improvement initiatives through automation and standardization.
- Collaborate with IT leadership to align support strategies with organizational initiatives.
- Provide technical support and mentoring to Global Service Desk team members.
- Participate in critical incident responses and on-call rotations.
- Support project delivery and ensure operational readiness across IT initiatives.
- Perform physical tasks related to equipment handling and office navigation.
- Establish and monitor health checks and compliance baselines to prevent issues.
Requirements
- Proven experience in Technical Support or Endpoint Management at a Senior Associate level.
- Demonstrable track record of improving service desk or desktop team performance and trust.
- Strong ability to advise senior stakeholders on technical risks and their business implications.
- Proficiency in Windows 11, Microsoft 365/Teams, Intune/Autopilot, Azure AD, and basic networking concepts.
- Experience with ITIL-aligned incident, request, problem, and change management workflows.
- Strong automation and tooling skills, particularly with PowerShell and scripting.
- Excellent communication and customer service skills, with a focus on user support.
- Ability to prioritize tasks effectively while maintaining composure under pressure.