[Hiring] Support Specialist, Enterprise Service Desk @Xtium

Role Description

As a Service Desk Support Specialist, you will play a critical role in providing first-line technical support to our client end-users. This includes:

• Resolving a wide range of IT issues, such as hardware and software troubleshooting, account management, and password resets.
• Providing prompt and courteous assistance via phone, email, and chat.
• Utilizing and contributing to the internal knowledge base to resolve common issues efficiently.
• Escalating complex issues to higher-level support when necessary.
• Actively participating in team training and development initiatives to enhance your performance and technical skills.
• Contributing to providing a “white glove” customer experience.

Qualifications

• 2+ years of service desk experience in an MSP environment.
• Excellent verbal and written communication skills.
• Strong interpersonal skills.
• Excellent problem-solving and analytical skills.
• Customer-centric approach with a focus on service excellence.
• Ability to work effectively under pressure and manage multiple priorities.
• Continuous improvement mindset.
• Incident and request management experience.
• Must be a team player and collaborative.
• Experience with Windows OS, Office 365, Azure AD, Active Directory, and Exchange/Office O365.
• MAC OS knowledge would be a plus, but not a hard requirement.
• Familiarity with IT Service Management concepts, practices, and procedures.
• Strong ITIL knowledge or certification preferred.
• Technical Certifications: CompTIA, A+, MSCE are a plus.
• Experience using ServiceNow ticketing system is preferred.
• Experience using remote assistance tools.
• Excellent time management skills.
• A bachelor’s degree or equivalent in Computer Science, Information Systems, or related field.
• Strong technical background.
• Be willing to work 1st, 2nd, or 3rd shift in a 24/7 support environment.

Requirements

• Provide customer end user technical support via phone, email, chat, and self-service portals.
• Diagnose and resolve customer issues with desktops, laptops, printers, peripherals, and common software applications.
• Assist end users with password resets, account unlocks, and access requests.
• Provide remote assistance when applicable.
• Troubleshoot network connectivity issues (e.g., internet access, VPN connections).
• Document and track incidents and requests utilizing the ServiceNow ITSM ticketing system.
• Escalate complex issues to higher-level support teams when necessary.
• Adhere to service level agreements (SLAs) and meet performance targets.
• Utilize the internal knowledge base to resolve common issues and improve efficiency.
• Drive customer satisfaction through proactive communication and first call resolution.
• Provide exceptional customer service by demonstrating empathy, patience, and a positive attitude.
• Communicate technical information clearly and concisely, ensuring clients understand the resolution or next steps.

Benefits

• Competitive salary range: $20/hr - $24/hr.
• Compensation may vary depending on qualifications, skills, competencies, experience, and location.
• Competitive benefits package including Med/Dental/FSA/401(k)/Flexible Paid Time Off.