Job Summary
We're seeking a skilled IT Support Specialist to provide top-notch assistance to our users. As a key member of our team, you'll be responsible for resolving technical issues, escalating complex problems to senior engineers, and maintaining a comprehensive knowledge base.
Key Responsibilities:
* Identify and resolve user-reported issues in a timely and efficient manner.
* Develop and maintain technical content for the knowledge base, ensuring it remains accurate and up-to-date.
* Collaborate with cross-functional teams to improve service delivery and enhance user experience.
* Stay informed about emerging technologies and trends, applying this knowledge to drive innovation within the team.
* Perform triage, incident management, and problem-solving on a wide range of technical products and services.
* Maintain awareness of service level agreements (SLAs) and quality metrics, adhering to established guidelines and procedures.