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SeniorFull-time
Salary Range
$132,600 - $179,400 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are seeking an IT Support Specialist to provide immediate assistance and resolve technical issues for end-users. This role involves hands-on troubleshooting and excellent customer service to ensure seamless IT operations.
Key Responsibilities
- →Proactively walk the office floor to offer immediate assistance and identify issues before they are formally reported
- →Provide rapid hands-on troubleshooting for software, hardware, login issues, configuration errors, and workflow disruptions
- →Sit with users at their desks to walk them through new tools and processes offering real-time guidance and confidence-building support
- →Accurately log incidents and service requests into the ITSM platform ensuring all activity is documented and resolved within SLA targets
- →Triage and resolve Tier 1 and Tier 2 technical issues while escalating complex problems to specialized IT teams or higher-tier engineers
- →Capture frequently asked questions and recurring issues to build a knowledge base and internal FAQ documentation
- →Serve as the voice of the end-user by relaying feedback to project and implementation teams to improve the transition experience
- →Troubleshoot and support hardware including laptops, desktops, printers, and peripherals to ensure seamless system compatibility
- →Provide support for Windows 10 and 11, macOS, and Microsoft 365 applications ensuring users can operate effectively within the new environment
- →Use Active Directory for user and group account management including password resets and permission adjustments
- →Contribute to a positive IT presence through excellent customer service, patience, and the ability to explain technical concepts clearly
- →Stay calm and professional in high-pressure situations providing empathetic support to users navigating changes in technology
- →Manage multiple requests and prioritize tasks efficiently while working independently or within a team environment
Requirements
- ✓Strong understanding of IT support principles and practices
- ✓Experience with Windows 10, Windows 11, macOS, and Microsoft 365 applications
- ✓Proficiency in Active Directory and user account management
- ✓Excellent customer service and communication skills
- ✓Ability to troubleshoot and resolve technical issues efficiently
- ✓Knowledge of ITSM platforms and documentation practices
- ✓Ability to work independently and as part of a team
- ✓Strong problem-solving and analytical skills
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About Scalian
Scalian is a leading international consulting firm specializing in digital transformation and innovation, operating at the intersection of technology, strategy, and business performance. Headquartered in France with a global presence, the company was founded in 2000 and has since established itself as a trusted partner for organizations seeking to navigate complex digital challenges. Scalian leverages its deep expertise in cutting-edge technologies and industry-specific knowledge to help clients adapt to evolving market dynamics and drive sustainable growth. Scalian offers a comprehensive suite of services, including digital strategy consulting, software development, cybersecurity, and operational excellence solutions. Their key features include a data-driven approach, agile methodologies, and a collaborative client-centric model that ensures tailored solutions. The firm primarily serves mid-sized to large enterprises across sectors such as finance, energy, healthcare, and public services, helping them optimize processes, enhance customer experiences, and foster innovation. With a reputation for delivering measurable results, Scalian has positioned itself as a pioneer in the digital transformation space. The company’s notable achievements include successful projects with Fortune 500 clients and the development of proprietary tools that streamline digital integration. Scalian’s unique value proposition lies in its ability to bridge the gap between technological innovation and business strategy, enabling clients to achieve long-term competitive advantage in an increasingly digital world.
