Job description

Our client is seeking a highly skilled and dedicated Senior Technical Support Specialist to join their bustling operations in Indianapolis, Indiana, US . This role is crucial for maintaining the highest standards of customer satisfaction and technical assistance for our diverse client base. The ideal candidate will have extensive experience in troubleshooting complex technical issues across various hardware and software platforms. You will be the primary point of contact for escalated customer inquiries, providing expert guidance and resolution in a timely and efficient manner. This involves diagnosing intricate problems, meticulously documenting steps taken, and communicating technical information clearly to both technical and non-technical users. A significant part of this position includes developing and maintaining a comprehensive knowledge base of common issues and their solutions, as well as contributing to the training of junior support staff. You will also work closely with our product development and IT teams to identify recurring issues, provide feedback for product improvements, and test new software releases. The ability to remain calm and professional under pressure, coupled with exceptional empathy and communication skills, is paramount. This is an on-site role, offering a hands-on approach to problem-solving and team collaboration. Responsibilities include: Providing advanced technical support and troubleshooting for hardware, software, and network issues. Managing and resolving escalated customer support tickets promptly and effectively. Creating and updating technical documentation and knowledge base articles. Training and mentoring junior technical support staff. Collaborating with engineering and product teams to resolve complex issues and suggest improvements. Analyzing support trends to identify systemic problems and recommend solutions. Ensuring adherence to service level agreements (SLAs) and quality standards. Performing system diagnostics and maintenance as needed. Assisting with the deployment and configuration of new hardware and software. Qualifications: Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience. 5+ years of experience in technical support or helpdesk roles. Proficiency in troubleshooting operating systems (Windows, macOS, Linux) and common applications. Strong knowledge of networking protocols and concepts (TCP/IP, DNS, DHCP). Experience with ticketing systems (e.g., Zendesk, ServiceNow). Excellent communication, interpersonal, and customer service skills. Ability to explain complex technical concepts in simple terms. Certifications such as CompTIA A+, Network+, or Microsoft Certified are a plus.

Requirements