Job Description
We are looking for a detail-oriented and client-focused Senior Technical Support Specialist to join our dynamic team in Atlanta, GA. In this full-time position, you will play a critical role in maintaining our clients' IT infrastructure and ensuring seamless operational efficiency.
As a key member of our support team, you will bridge the gap between our technical experts and our clients, ensuring that issues are resolved quickly and professionally.
Responsibilities
- Provide expert-level technical support via phone, email, and remote desktop tools to internal and external clients.
- Diagnose and troubleshoot complex hardware, software, and network connectivity issues.
- Manage and prioritize incoming support tickets to ensure 100% satisfaction and adherence to SLAs.
- Document technical resolutions and maintain an up-to-date knowledge base for the team.
- Collaborate with the engineering department to escalate and resolve advanced technical bugs.
- Mentor junior support staff and conduct training sessions on best practices.
Qualifications
- 3+ years of experience in a technical support, help desk, or IT operations role.
- Associate or Bachelor’s degree in Computer Science, Information Technology, or related field.
- Strong working knowledge of Windows, macOS, Linux, and mobile operating systems.
- Excellent verbal and written communication skills with a customer-first mindset.
- Ability to work full-time hours, Monday through Friday, in a fast-paced environment.
- Problem-solving mindset with the ability to think critically under pressure.