Senior Specialist - IT SupportIn the United States - Atlanta
The IT support group ispart of our global IT organization. The Support team consists ofthe subteams lifecycle, incident, and escalation support. This positionformspart of our incident support team(around15 people), locally covering our US officesandequally responsible for global support and collaboration with our world- wide team.This role will be based in our Atlanta office 2 to 3 days each week. Expected work hours will be 11a - 8p to support our West Coast locations.
How you will create an impact: - End User Support and Troubleshooting
- Providelevel 1 and level 2technical assistanceand trainingto users and clients experiencing issues with computer systems,cloud applications, infrastructure,software, or hardware
- Troubleshoot and diagnose problems related to network connectivity, software functionality, and hardware malfunctions.Assist with how to resolve end user issues
- Respond to and resolve technical issues via email,chat,video conference, or in-person
- Ensure timely resolution of incoming support tickets, escalating where appropriate
- Hardware and Software Setup & Maintenance
- Assist in the setup, installation, and configuration of company IT equipment including laptops, desktops, and peripherals
- Support the installation and configuration of standard software packages and tools
- Coordinate hardware refreshes, replacements, and upgrades in alignment with lifecycle policies
- Maintain and update equipment as needed to ensure optimal performance
- Asset and Inventory Management
- Maintain up-to-date records of hardware inventory using appropriate asset management tools (CMDB)
- Work with leadership to monitor stock levels and coordinate equipment orders as needed
- Ensure asset data accuracy, including location, user assignment, and lifecycle status
- Process Compliance and Continuous Improvement
- Adhere to IT support and service management processes, ensuring high-quality service delivery
- Document solutions and procedures in the internal knowledge base
- Identify recurring issues and propose improvements to reduce future incidents
- Support the standardization of processes and documentation across regions or teams
- Contribute to Knowledge Base on a consistent basis
About You: - Experience
- 5 to 7 years of customer or internal facing level 2 technical supportin an IT or MSPenvironment
- Experience in comparable service industries is preferred, but not strictly required
- Solid understanding of Microsoft Windowshardware, operating systems (Windows 11), end-user client applications, and business softwaresuch as Office 365, SSO, VPN and IOS mobile devices.
- Experience with ITS Systems and ITIL - Top Desk, ServiceNow, Jira
- Understanding of technical concepts such as basic TCP/IP networking
- Experience with Microsoft Entra (Azure Active Directory) and Intune
- Practical experience in remote troubleshooting and supporting end users across geographies
- Demonstrated adherence to IT policies and established best practices
- Certifications with Microsoft such as Windows 11, Azure, CompTIA A+, and ITIL certifications Ability to multi-task.
- Capabilities and Personal Attributes
- Customer-centric mindset
- Team player mentality- with strong initiative and ability to work independently as a self-starter
- Solid written and verbal communication skills for internal and external stakeholder interaction
- Ability to document and clearly communicate organizational IT procedures
- Strong time management and organizational abilities to contribute to a global support workflow
- Logical and methodical problem-solving approach to technical challenges
- Capability to work efficiently in multicultural and distributed teams
- Fast learner with the intellectual capacity to adopt new technical procedures quickly and apply them in daily operations
- Embraces and continuous learner of new technology
- Basic understanding of generative A1 concepts
The pay range for this position is $80,000 - $100,000/year. Compensation may vary depending on relevant experience, skills, geographic location, and business needs. We offer a comprehensive package of benefits including paid time off, 13 paid holidays per year, medical/dental/vision insurance, basic life insurance, and 401(k) to eligible employees.
Simon-Kucher North America Talent Acquisition Team
[email protected]simon-kucher.com/careers
