Job description

Our client is actively seeking a highly skilled Senior Technical Support Specialist to join their dynamic customer service team in Las Vegas, Nevada . This pivotal role will be instrumental in providing advanced technical assistance and exceptional support to our client's diverse customer base. You will be responsible for diagnosing and resolving complex technical issues across various hardware, software, and network environments, ensuring customer satisfaction and retention. This position requires a proactive approach to problem-solving, excellent analytical skills, and the ability to communicate technical information clearly and concisely to both technical and non-technical users. The Senior Technical Support Specialist will also play a key role in documenting support processes, contributing to the knowledge base, and training junior support staff. You will handle escalated support tickets, troubleshoot intricate system problems, and work collaboratively with engineering and product development teams to identify and implement solutions. This role demands a deep understanding of IT infrastructure, including operating systems, applications, and networking protocols. The ability to manage multiple priorities, maintain composure under pressure, and deliver solutions in a timely manner is crucial. Your expertise will be vital in maintaining high levels of service excellence and supporting the company's commitment to its customers. The ideal candidate will possess strong troubleshooting methodologies and a customer-centric mindset, always striving to exceed expectations. You will be a primary point of contact for critical customer issues, requiring a high degree of responsibility and autonomy. This position also involves evaluating emerging technologies and providing recommendations for system improvements. Qualifications: Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. 5+ years of experience in technical support, helpdesk, or IT support roles. Proficiency in troubleshooting operating systems (Windows, macOS, Linux), common business applications, and networking concepts (TCP/IP, DNS, DHCP). Experience with remote support tools and ticketing systems (e.g., Zendesk, ServiceNow). Strong understanding of hardware components and troubleshooting. Excellent problem-solving and analytical skills. Superior communication and customer service skills. Ability to work independently and as part of a team. Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are a plus. Experience in a hybrid work environment. This is an excellent opportunity for a seasoned professional to contribute to a leading organization in Las Vegas, Nevada , and shape the future of customer technical support.

Requirements