The Senior IT Support Technician role is a critical position at {company}, responsible for delivering exceptional customer service and technical expertise to our clients. The successful candidate will possess a strong background in IT, with certifications in Microsoft products, Cisco, and other industry-leading technologies. Key Responsibilities:
• Build and maintain positive relationships with clients through onsite visits and communication.
• Take ownership of escalated service requests and manage them from start to finish.
• Manage projects end-to-end, including migrations, deployments, and network upgrades.
• Provide reactive and proactive support to clients, resolving access and usage issues efficiently.
• Investigate and coordinate resolution actions for assigned support incidents.
• Install, move, and change technology hardware, software, and resources under guidance.
• Troubleshoot hardware, software, and network issues using internal knowledge bases, senior directions, and vendor support articles.
• Perform various tasks as required during working hours, liaising with customers and updating ticket status.
• Maintain the highest ethical standards and confidentiality when dealing with clients and colleagues.
• Develop customer self-help content and contribute to internal knowledge base articles.
• Analyze and resolve hardware and software problems in a service desk environment.
• Demonstrate excellent interpersonal skills with a friendly customer service acumen.
• Complete a wide range of IT Support tasks in a diverse business environment within an IT team setting.
The ideal candidate will have 5 years of direct customer service experience in a Managed Service Provider (MSP) environment. They must be able to deliver high levels of customer satisfaction, problem-solve effectively, and communicate complex ideas simply. A 'can-do' attitude, strong organizational skills, and excellent time management are essential for success in this role. We offer a dynamic work environment, opportunities for professional growth, and a competitive benefits package.