Technical Support Specialist

Technical Support Specialist

Skanska is searching for a Technical Support Specialist to provide excellent customer service and support to customers on a variety of tier 1 incidents and requests. This is a hybrid position based in Charlotte, North Carolina.

The Technical Support Specialist effectively triages, troubleshoots and resolves incidents and requests related to client OS (Win
10, O365), Microsoft Office Suite, VPN Client, network issues, identity management, various on premise and cloud based applications, and computer hardware and peripherals. They are responsible for dispatching (including prioritizing and categorizing) the incidents and requests via the ITSM platform Service Now.

Technical Support Specialists may work to detect patterns of issues, and coordinate with staff regarding persistent problems. They have a passion for excellence, outstanding communication and organizational skills, as well as the ability to readily build relationships over the phone.

• Triage, troubleshoot and resolve tier 1 incidents and requests.
• Identify patterns of recurring issues and coordinate with team members for resolution.
• Serve as primary point of contact for end‑users via phone, chat, and email.
• Document incidents and solutions in the Service Now platform.
• Assist with deployments, installations, and configuration of hardware and software.
• Collate and report on incident trends and metrics.

• 1+ years of experience installing and configuring new technology such as hardware, operating systems, and applications.
• 1+ years of experience working with Windows 10, Exchange, Microsoft Office 2013/2016/O365.
• 1+ years of experience managing Active Directory, including creating domain accounts and security groups.
• 1+ years of experience with Exchange Control Panel, including creating and managing mailboxes and distribution lists.
• 1+ years of experience installing and troubleshooting applications including Citrix.
• Associate’s Degree in a related field or equivalent work experience.

Currently, the company is not considering applicants for this position who now or in the future require employment sponsorship by the company.

Skanska is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or creed, sex, sexual orientation, gender identity, national origin or citizenship status, disability, status as a protected veteran, or any other protected characteristics under federal, state, or local law.