Key Responsibilities
Technical Support & Troubleshooting
● Serve as a senior point of contact for end-user technology support, providing advanced troubleshooting and resolution for hardware, software, operating systems, networking, mobility, and collaboration technologies.
● Diagnose and resolve complex technical issues across Windows, macOS, Linux, iOS, Android, virtual desktop environments, productivity applications, and enterprise services.
● Manage and prioritize multiple simultaneous support engagements including walk-up requests, phone calls, chat sessions, ticket queues, and executive escalations while maintaining high service levels.
● Perform comprehensive technical analysis, root cause investigation, and independent research to resolve issues before escalation.
● Identify recurring incidents and collaborate with engineering, infrastructure, security, and platform teams to implement permanent solutions.
Service Delivery & Customer Experience
● Deliver white-glove support to end users, traders, executives, and business-critical teams with professionalism, urgency, and discretion.
● Act as an advocate for the end user, ensuring issues are fully resolved and service expectations are consistently exceeded.
● Effectively communicate technical concepts and resolution plans to both technical and non-technical stakeholders.
● Maintain ownership of issues from intake through resolution, ensuring timely updates and follow-through.
Process & Operational Excellence
● Adhere to and improve established ITIL-based support processes, knowledge
management practices, and operational procedures.
● Create and maintain high-quality technical documentation, knowledge articles, and troubleshooting guides.
● Ensure accurate ticket documentation, categorization, prioritization, and resolution tracking.
● Analyze support trends and proactively identify opportunities to improve service quality, efficiency, and user experience.
● Participate in endpoint lifecycle management activities, including deployments, refreshes, inventory management, and asset tracking.
Collaboration & Escalation Management
● Partner closely with Infrastructure, Security, Network, Platform Engineering, Workplace Services, and third-party vendors to drive issue resolution.
● Escalate issues appropriately with detailed troubleshooting documentation, supporting evidence, and business impact assessments.
● Provide mentorship and technical guidance to junior support team members when
¿ needed.
● Support office technology projects, migrations, upgrades, and special initiatives.
Required Qualifications
● 8+ years of hands-on IT End User Support experience within medium-to-large
enterprise environments supporting diverse and demanding user populations.
● Demonstrated experience supporting executive leadership, business-critical teams, and
high-availability operational environments.
● Proven ability to manage multiple concurrent support channels and competing priorities while maintaining exceptional customer service and technical quality.
● Strong analytical and problem-solving skills with a track record of independently researching and resolving complex technical issues.
● Advanced administration and troubleshooting experience with Windows 10/11 and macOS.
● Deep understanding of Microsoft Intune, endpoint security and compliance platforms, and MDM