Astreya
The Service Desk Specialist will support one of Astreya’s key clients. The role will be responsible for troubleshooting and fixing desktop/computer hardware and software issues while striving to deliver excellent customer service to the end user. You need to be an eager learner and put the learning into practice in‑line with company and client policies and procedures.
Scope
Resolves a wide range of issues in creative ways
Seasoned, experienced professional with a full understanding of their speciality
Works on problems of a diverse scope
Receives little instruction on day‑to‑day work and general instruction on new assignments
Your Roles and Responsibilities
Identify, triage, troubleshoot, diagnose, and resolve complex technical problems via in‑person, phone, chat, and email‑based support channels.
Troubleshoot technology issues related to hardware, software, user accounts, trading environments, operating systems, and mobility
Fulfill IT hardware requests requiring delivery, setup, or low‑level hardware troubleshooting for end users in the office where you’re based.
Escalate issues to senior members of the technical support team, infrastructure teams, platform engineering teams, and/or third‑party vendors to ensure end‑user issues are fixed at their root and do not recur.
Provide excellent customer service experiences for all end users, traders, and senior leadership, acting as the end user’s advocate, ensuring their issues are fully fixed, and they have an optimal IT experience.
Collaborate effectively with both local and remote or distributed team members to accomplish small support tasks and large technical projects.
Required Qualifications/Skills
5+ years of relevant technical support experience in a medium to large, complex, and fast‑moving enterprise environment
Advanced knowledge of Windows, macOS, Linux, iOS, Android, networking, and information security topics
Working knowledge of Active Directory, Azure, Intune, DNS, DHCP, Microsoft Exchange, TCP/IP, and VPN
Working knowledge of messaging platforms, telecommunication tools, collaboration tools, and video conferencing (e.g., WebEx, MS Teams, Zoom)
Ability to communicate effectively and professionally across all settings to technical and non‑technical audiences of all tenures and seniority
Networks with senior internal and external personnel in own area of expertise
Demonstrates good judgment in selecting methods and techniques for obtaining solutions
Ability to work independently with minimal supervision
Excellent coordination skills and a team player
Ability to identify issues and escalation as needed
Excellent written and oral communication skills
Strong interpersonal and customer service skills
Experience with hardware, software, and network troubleshooting
Ability to resolve technical issues under pressure
Preferred Qualifications
Bachelor’s degree (B.S/B.A) from four‑college or university and 5 to 8 years’ related experience and/or training; or equivalent combination of education and experience
Physical Demand & Work Environment
Must have the ability to perform office‑related tasks, which may include prolonged sitting or standing
Must have the ability to move from place to place within an office environment
Must be able to use a computer
Must have the ability to communicate effectively
Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers
Seniority level Entry level
Employment type Full‑time
Job function Information Technology
Industries IT Services and IT Consulting
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Scope
Resolves a wide range of issues in creative ways
Seasoned, experienced professional with a full understanding of their speciality
Works on problems of a diverse scope
Receives little instruction on day‑to‑day work and general instruction on new assignments
Your Roles and Responsibilities
Identify, triage, troubleshoot, diagnose, and resolve complex technical problems via in‑person, phone, chat, and email‑based support channels.
Troubleshoot technology issues related to hardware, software, user accounts, trading environments, operating systems, and mobility
Fulfill IT hardware requests requiring delivery, setup, or low‑level hardware troubleshooting for end users in the office where you’re based.
Escalate issues to senior members of the technical support team, infrastructure teams, platform engineering teams, and/or third‑party vendors to ensure end‑user issues are fixed at their root and do not recur.
Provide excellent customer service experiences for all end users, traders, and senior leadership, acting as the end user’s advocate, ensuring their issues are fully fixed, and they have an optimal IT experience.
Collaborate effectively with both local and remote or distributed team members to accomplish small support tasks and large technical projects.
Required Qualifications/Skills
5+ years of relevant technical support experience in a medium to large, complex, and fast‑moving enterprise environment
Advanced knowledge of Windows, macOS, Linux, iOS, Android, networking, and information security topics
Working knowledge of Active Directory, Azure, Intune, DNS, DHCP, Microsoft Exchange, TCP/IP, and VPN
Working knowledge of messaging platforms, telecommunication tools, collaboration tools, and video conferencing (e.g., WebEx, MS Teams, Zoom)
Ability to communicate effectively and professionally across all settings to technical and non‑technical audiences of all tenures and seniority
Networks with senior internal and external personnel in own area of expertise
Demonstrates good judgment in selecting methods and techniques for obtaining solutions
Ability to work independently with minimal supervision
Excellent coordination skills and a team player
Ability to identify issues and escalation as needed
Excellent written and oral communication skills
Strong interpersonal and customer service skills
Experience with hardware, software, and network troubleshooting
Ability to resolve technical issues under pressure
Preferred Qualifications
Bachelor’s degree (B.S/B.A) from four‑college or university and 5 to 8 years’ related experience and/or training; or equivalent combination of education and experience
Physical Demand & Work Environment
Must have the ability to perform office‑related tasks, which may include prolonged sitting or standing
Must have the ability to move from place to place within an office environment
Must be able to use a computer
Must have the ability to communicate effectively
Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers
Seniority level Entry level
Employment type Full‑time
Job function Information Technology
Industries IT Services and IT Consulting
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