Support Specialist - ESD

About the role

XTIUM is hiring a Support Specialist (ESD) for its global team, which works in an MSP environment. The role provides customer end-user technical support by phone, email, chat and self-service portals, and involves resolving issues with desktops, laptops, printers, peripherals and common software.

Key responsibilities

• Diagnose and resolve customer issues with desktops, laptops, printers, peripherals and common software applications
• Assist end users with password resets, account unlocks and access requests
• Provide remote assistance when applicable and troubleshoot network connectivity issues such as internet access and VPN connections
• Document and track incidents and requests in the ServiceNow ITSM ticketing system
• Escalate complex issues to higher-level support teams when necessary
• Meet SLAs and performance targets, use the internal knowledge base to resolve common issues and drive first-call resolution
• Communicate technical information clearly so clients understand the resolution or next steps

Required profile

• 4+ years of service desk experience in an MSP environment
• Bachelor's degree or equivalent in Computer Science, Information Systems or a related field
• Willingness to work 1st, 2nd or 3rd shift in a 24/7 support environment
• Incident and request management experience; strong problem-solving, communication and teamwork skills

Required skills

• Windows OS, Office 365, Azure AD, Active Directory and Exchange/Office 365
• Familiarity with IT service management concepts and practices; strong ITIL knowledge or certification preferred
• ServiceNow ticketing system and remote assistance tools preferred
• CompTIA, A+ or MSCE certifications are a plus; MAC OS knowledge is a plus but not required