Technical Support Advisor

We are seeking a skilled and detail-oriented Technical Support Specialist to provide expert-level assistance to end users within our enterprise technology environment. This role is critical in ensuring seamless system operations, minimizing downtime, and delivering exceptional user experiences. The ideal candidate will leverage their technical expertise in desktop and network administration, combined with strong communication skills, to resolve complex issues efficiently and proactively.

You will play a key role in maintaining system security, supporting cross-platform environments, and contributing to continuous improvement in IT service delivery.

Responsibilities:

• Deliver timely and effective technical support for end-user devices, including Windows and Apple macOS systems.
• Diagnose, troubleshoot, and resolve complex hardware, software, and network issues using remote access tools.
• Manage user account provisioning, permissions, and access controls within Active Directory and related systems.
• Support and maintain network infrastructure components including DNS, DHCP, and TCP/IP configurations.
• Ensure systems are up to date with security patches, software updates, and compliance requirements.
• Provide clear and concise communication to non-technical users, translating technical concepts into accessible language.
• Document and track support incidents, resolutions, and service requests using ITSM platforms such as Service Now, Jira, or Zendesk.
• Collaborate with cross-functional teams to implement solutions, improve processes, and support system-wide initiatives.
• Maintain a high level of service availability and responsiveness in a fast-paced, high-volume support environment.

• Proven experience in technical support or help desk roles within a technology or enterprise environment.
• Valid Microsoft Certified:
  Modern Desktop Administrator Associate or equivalent certification.
• In-depth knowledge of Active Directory, DNS, DHCP, TCP/IP, and network troubleshooting methodologies.
• Hands-on experience supporting Apple macOS systems, including configuration, updates, and security settings.
• Proficiency in Microsoft Office suite administration and user support.
• Demonstrated ability to troubleshoot complex technical issues using remote access tools such as RDP, Team Viewer, or similar.
• Strong understanding of IT security principles and compliance practices.
• Excellent communication and interpersonal skills with the ability to explain technical concepts to non-technical users.
• Ability to manage multiple priorities in a fast-paced, high-volume support environment.
• Bachelor’s degree in Computer Science, Information Technology, or related field preferred; equivalent experience considered.
• Experience with IT service management (ITSM) tools such as Service Now, Jira, or Zendesk is highly desirable.