Technical Support Specialist

New York, New York • $70,000 - $90,000

Our client, a global alternative asset management company focusing on real estate, renewable power, infrastructure and private equity

Key Responsibilities:

  • Provides quality service and takes ownership in: resolving incidents / service request; tracking end user systems and device inventory resulting in timely and efficient resolution to incidents / service request evidenced by meeting clients’ needs
  • Proactively seeks information and utilizes creative problem-solving skills along with standard operating procedures
  • Demonstrates relationship building, effective communication skills and quality service in the process of supporting, advising and educating clients on the use of end user computing hardware
  • Demonstrates relationship building, effective communication skills with team members and third parties in the process of resolving incidents / service requests, knowledge transfer resulting in efficient and effective incident management
  • Contributes to hardware, software, services enhancements by identifying when established procedures are not working and there are gaps in processes and makes recommendations for improvements. Develops and edits customer and technical support knowledge base documentation
  • Demonstrates quality service by actively contributing to customer satisfaction through advocating for client’s needs, escalating incidents and requests, resulting in meeting or exceeding client’s satisfaction metrics

Requirements:

  • High degree or familiarity with some or all of the following technologies: Windows 1010, OSX, iOS, Microsoft Office, Internet Browsers, Local Account Management, Installs and removals, Registry, Command line, Service management systems, System Management Tools, and VPN
  • High degree or familiarity with some or all the following hardware: Desktop / Laptop, iPad, iPhone, Android Phones, Printers, Video Conferencing equipment, Cisco IP phones
  • Knowledge of wide area networks, TCP/IP and Server OS is desired
  • Experience in a related role requiring, timeliness, customer service, organization, prioritization, troubleshooting, and working independently to successfully install, configure, maintain, and support Windows and/or Mac desktop operating systems and software
  • Bachelor’s degree in computer science, business computing or a related field, or equivalent combination of education, certification, and experience
  • Minimum 2-5 years of related experience

Compensation & Benefits:

  • Base: $70,000 – $90,000
  • Bonus: 10%
  • Great Benefits and 401K

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