Technical Support Specialist - TECHN002380
Ardurra Group - Dallas, TX
posted 3 months ago
About the position
We are seeking an experienced and highly skilled Technical Support Specialist (Level 3) to join our IT support team. This senior-level position plays a crucial role in resolving complex technical issues, providing advanced support to both internal users and IT staff. The ideal candidate will have a deep understanding of hardware, software, and network systems, combined with exceptional analytical, communication, and troubleshooting skills. As the primary point of contact for handling advanced technical support issues, you will be responsible for diagnosing and resolving complex technical problems across a variety of hardware, software, and networking platforms. You will collaborate with the IT team to identify root causes of technical issues and develop long-term solutions. Your expertise will be essential in the deployment, configuration, and updating of hardware, software, and network systems. Additionally, you will develop and maintain technical documentation, including troubleshooting guides, system configurations, and standard operating procedures. In this role, you will also serve as a lead and mentor to the local IT team, providing general day-to-day end-user support. Monitoring system performance, recommending improvements, and leading initiatives to enhance user experience and system reliability will be key aspects of your responsibilities. Staying abreast of new technologies and industry best practices will allow you to recommend the adoption of new tools and technologies where appropriate. Participation in an on-call rotation for critical system support outside of normal business hours will also be required.
Responsibilities
- Serve as the primary point of contact for handling advanced technical support issues, including system failures, network disruptions, and hardware malfunctions.
- Diagnose and resolve complex technical problems across a variety of hardware, software, and networking platforms.
- Collaborate with IT team to identify root causes of technical issues and develop long-term solutions.
- Provide expert guidance and support in the deployment, configuration, and updating of hardware, software, and network systems.
- Develop and maintain technical documentation, including troubleshooting guides, system configurations, and standard operating procedures.
- Be the lead/mentor to local IT team.
- Provide general day to day end user support.
- Monitor system performance, recommend improvements, and lead initiatives to enhance user experience and system reliability.
- Stay abreast of new technologies and industry best practices, recommending the adoption of new tools and technologies where appropriate.
- Participate in on-call rotation for critical system support outside of normal business hours.
Requirements
- Bachelors degree in Computer Science, Information Technology, or related field recommended.
- 5 years of experience in technical support, IT, or a related field, with a proven track record in resolving complex technical issues.
- Strong knowledge of computer systems, network technologies, and software applications.
- Experience with Veeam, Vmware, and Hyper-V.
- Excellent problem-solving skills and the ability to think analytically.
- Exceptional customer service skills and the ability to communicate complex technical information to non-technical users.
- Experience with troubleshooting tools and techniques for analyzing and resolving technical problems.
- Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified IT Professional) are highly desirable.
Benefits
- Competitive compensation
- Rich benefits programs
- Professional development opportunities through Ardurra Academy
- Leadership program
- Flexible time-off programs
