DESCRIPTION:

Due to growth internally and some exciting new projects, we are looking for a Technical Support Specialist to join the team. The role is within a highly collaborative, fast moving, and busy environment. The successful candidate will provide first and second line technical support to the organization. This requires an aptitude for working with applications/systems to undertake analysis, diagnosis, rectification of basic problems, and monitoring progress made in resolving complicated technical issues.  There is also a range of administration duties, such as system monitoring, within the scope of this role.

Candidates should have a mix of technical and customer service skills and be passionate about technology and helping people. We require enthusiasm, eagerness to learn, the ability to work in a collaborative team environment, and the ability to communicate complex technical information to employees with a range of technical understanding and ability. Excellent communication skills both spoken and written are an absolute requirement. 

RESPONSIBILITIES: 

• Provide a single point of contact for customers' IT issues and queries.

• Provide 1st and 2nd line support for problems involving in-house software and platforms.

• Monitor the status of users' incidents, communicating progress in a timely manner.

• Respond to infrastructure outages and hardware/software issues. 

• Receive, log, and manage calls from customers and internal staff via telephone and email.

• Maintain a high degree of customer service for all support queries.

• Administration of Google Workplace for all users in all locations

• Enroll and setup of new users. Offboarding of users and managing transition of mail and documents

• Shared Drive administration

• Group administration

• Maintain various databases and track changes e.g. Asset Database.

• Identify and resolve basic network and other general IT issues impacting users.

• Manage all computer and technical assets for all locations

• Responsible for onboarding and offboarding of staff

• Develop and maintain templates and procedures for each departments IT needs

• Responsible for support and management of all deployed software

• Perform new application provisioning and application lifecycle management

• Maintain close working relationships with other facilities (daily contact)

• Provide basic ad-hoc "training" in in-house applications to customers during calls.

• Publishing and maintaining support documentation.

• Arrange for external technical support where problems cannot be resolved in house.

POSITION QUALIFICATIONS 

• At least three years of support experience in a cloud environment such as Google Workspace 
• Strong expertise in email, email security, spam, phishing, and virus protection
• Strong knowledge of using and troubleshooting both Google Workspace Enterprise and Microsoft 365 platforms and their associated applications
• Prior work experience with Google Site implementation preferred
• Ability to develop and communicate best practices for Google Workplace
• Previous IT Service Desk and/or Call Center experience required
• Excellent communication skills and telephone manner 
• Excellent organizational skills.
• Ability to execute tasks in a timely and accurate manner with minimal supervision.
• Incident Management experience – including managing business users' expectations.
• Some knowledge of reading and manipulating XML/XSLT files and other text formats.
• Experience using remote assistance tools to assist customers.
• Fundamentals of troubleshooting simple client network problems
• Workings knowledge of a range of diagnostic utilities
• Strong documentation skills
• Industry relevant IT Certifications preferred

SKILLS & ABILITIES 

• Follows all company policies and procedures
• Able to multitask, prioritize, and manage time efficiently
• Deadline and detail oriented, organized team player
• Encouraging to team and staff; able to mentor and lead
• Self-motivated and self-directed

PHYSICAL DEMANDS: 

Other Physical Requirements: 

• This may include work in outdoor environments during inclement weather
• High frequency of computer work 
• Ability to lift to 75 lbs. 
• Ability to operate a forklift, scissor/boom lifts
• Ability to stand for long periods at a time
• Ability to pull, push, kneel, bend and reach

Reasonable Accommodations Statement 

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.