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Technical Support Specialist (Level 2)
Updated: 2024-06-24 19:59:03

Job description

Technical Support Specialist (Level 2) - NYC

Job details:

The Technical Support Specialist is a cornerstone of the IT Support team and the greater IT Operations team. As a member of the IT Support team, you are the first point of contact with the IT Department for the majority of the business and as such you have to command not only excellent technical and customer service skills, but also the professionalism and initiative to get problems resolved quickly and efficiently. Delivering effective business communication should be second nature.

KEY RESPONSIBILITIES:

  • Providing first and second level helpdesk support which includes receiving calls, opening and logging helpdesk tickets, addressing issues that can be quickly resolved and routing/escalating trouble tickets to the appropriate resource

  • Installing and configuring both Apple Mac and PC hardware and software

  • Diagnosing and repairing hardware faults for Mac and PC

  • Responding to calls within agreed time limits and updating tickets for tasks completed

  • Effectively prioritizing calls to ensure those that have greatest impact on the business are resolved first understand who the VIP and other special users are

  • Seeking support from Helpdesk Lead and/or Supervisor for calls that pass their due dates, or where more experience is required in resolving a call

  • Support remote offices, users, and events

  • Part of on-call rotation

  • Performing other related duties as assigned

    • BASIC QUALIFICATION:

  • At least 4 years experience in Help Desk Support or an equivalent combination of education and experience in an similarly fast-paced environment

  • Proven verbal and written communication skills, able to clearly communicate steps to resolve end users issues

  • Proficient in Mac OSX 11, 10.15, 10.14 and 10.13 in an Active Directory Environment

  • Strong knowledge of Current Windows Operating Systems up to and including Windows 10

  • Experience with MS Office 365 and desktop suite for Mac and Windows, particularly Outlook and Excel

  • Experience with Microsoft Active Directory Administration

  • Basic understanding of Network Protocols (TCP/IP, DNS, DHCP etc.)

  • Knowledge of Mail clients - Outlook desktop clients, OWA, Mobile Mail Clients

  • Proven Customer Service mentality and strong multitasking ability

  • Smartphone support experience

  • Proven problem solving and root cause analytical capabilities

  • Positive working attitude and be a committed team player

    • PREFERRED QUALIFICATIONS:

  • Experience deploying Apple and PC computers. (JAMF or Intune)

  • Proven ability to document issue resolution for helpdesk knowledgebase

  • Experience with Adobe Creative Cloud

  • Experience with AV software and technology deployment (such as Zoom)

  • Innovative, solutions-oriented

  • Yes Attitude: Experience in navigating high-pressure encounters and last-minute changes


    • For immediate consideration please send resume to: hr@eccinvestment.com with 'Technical Support Specialist (L2)' in the subject line.

    ECCI is an Equal Opportunity Employer.

    ECCI does not discriminate on the basis of race, ancestry, national origin, color, religion, gender, age, marital status, sexual orientation, disability, veteran status, or any other protected classification under the law.

    -JOBPOSTREF M1010-TSS2


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