Senior IT Support Specialist

Position Summary: The Senior IT Support Specialist will have dual responsibilities, one, providing technical expertise to resolve escalated incidents and issues associated with the IT platform and two, directing a Support Services Team in support of 700+ employees across multiple geographic locations. This role is responsible for leading and overseeing all support service elements to include ticket management, PC imaging/deployments, PC hardware/software inventories, PC maintenance/support, mobile devices maintenance/support, and among others. Job Details: Monday to Friday - 8am-5pm PH time/ 9am - 6 PM PH time Work from Home Responsibilities: - Troubleshoot, diagnose, and resolve technical hardware and/or software issues. - Serve as the escalation person for other support services team members. Work closely with the team to resolve problems and provide mentoring. - Develop and lead new user IT orientation, onboarding, and training program. - Ensures SLAs are being met, triaging, and delegating tickets to technicians maintaining customer satisfaction. - Strong sense of ownership and accountability to identify tasks and see them through to completion. - Maintains knowledge base and works with management on creating/updating standard operating procedures. - Provide guidance and explain policies and procedures to IT support staff and end-users. - Schedule and proactively manage regular hardware and software upgrades for employees. - Administration of the company’s basic technology platforms (Microsoft Office 365, Teams, SharePoint, IP Phones, MDM, Remote tools, SCCM, etc.), including configuration and account creation/deletion. - Work closely with Supervisor of Support Services on special projects. - Collaborate with the IT and business manager(s) to brainstorm ideas and strategies to enhance excellent customer experience in the organization. - Design and update IT products or services offering. - Install, test and configure personal computer devices, peripheral equipment and software. - Laptops, desktops, iOS & Android devices, Office 365, email accounts, network printers, etc. - Responsible for maintaining technical documentation on installation of software, configuration of hardware and problem troubleshooting. - Maintain, and implement where necessary, a highly accurate, maintained asset inventory, end-to-end asset management process, and accessible information database with automated, on-demand management reporting. - Identify and implement improvements to procedures and processes. - Actively participate in change control meetings and system maintenance activities. - Performs other duties as assigned. - Oversee the activities of all support services members to ensure that they deliver excellent customer service and provide customer guidance. - Mentor, train, and groom junior members in the support services team Qualifications: - Bachelor’s degree in computer science or other related field with 5+ years of experience in a Help Desk environment or relevant experience. - ITIL Processes Knowledge. - Hands on experience with incidents and requests ticketing system (Fresh Service or ServiceNow) - Capable of leading innovation initiatives, process improvement and standardization within the IT organization. - Deep working knowledge supporting and maintaining Microsoft Windows 10 and Windows compatible applications in an enterprise environment - Knowledge of core technologies including but not limited to Active Directory, WAN/LAN/Wi-Fi, Core Networking, Cloud Services, Video Conferencing fundamentals and printing. - Hands on experience setting up and troubleshooting mobile devices. - Experience with Endpoint Client Security software. - Ability to pay attention to time management, as well as possessing analytical skills. - Ability to showcase good leadership skills to carry team members along. - Proficient in the English language (speaking, writing and comprehending). - Ability to work weekends if needed. Supplemental Qualifications: - ITIL 4 Certification. - COMPTIA A+, or Network+, or Security+, or HDI Certification. - Hands on experience with System Center Configuration Manager or Microsoft Endpoint Manager. - Hands on experience with Mobile Device Management Platforms - Jamf, Intune, AirWatch - Help Desk oversight experience. - Project management experience. Originally posted on Himalayas