Technology Support Specialist

Embark on a rewarding career journey as a Technology Support Specialist (Global Service Desk L1). This critical role will give you the opportunity to propel efficient technology solutions and ensure user satisfaction as the first line of support for a global financial firm. 

As a Technology Support Specialist (Global Service Desk L1) in Chase Travel, you are a key part of a team that leverages best practices to support day-to-day technology activities. Your role involves assisting and troubleshooting hardware, software, and technology issues within the firm. You are committed to executing with efficiency and are focused on continuous improvement in service delivery, all while upholding a high level of customer satisfaction.

Job responsibilities

• Provide basic first-line support for hardware, software, and technology issues through live chat and service requests, adhering to established processes and procedures
• Utilize established problem-solving techniques and diagnostic tools to systematically identify, analyze, and resolve technical issues, ensuring minimal downtime and optimal system functionality
• Apply emerging knowledge of hardware components, networking concepts, and operational management to support and maintain technology systems
• Contribute to the improvement of processes and procedures by identifying optimization areas and providing feedback on potential solutions
• Develop and maintain a high level of proficiency in all functional/technical areas supported by the team including tools, application, systems, and processes.
• Analyze and solve technical issues and provide guidance towards resolution wherever possible as you will be the first point-of-contact via AWS Connect calls from user's having issues or requests.
• Develop and promote customer satisfaction and maintains positive working relationships with other departments.

Required qualifications, capabilities, and skills

• Bachelor's degree in Information Technology or relevant experience
• Must have at least 6 months of experience in delivering first contact end-user support to help resolve issues in real-time, including hardware, software, and network support
• Baseline knowledge of typical technology operational issues such as Wide-Area Network (WAN) and Local-Area Network (LAN)
• Knowledge in using support communication and resolution tools such as live chat, incident/service request management, and run scripts to help solve system issues
• Knowledge in Active Directory, Office 365 Administration, Azure (user management), Microsoft Windows, Citrix, and Virtual Machine
• Excellent Microsoft Office Skills.
• Knowledge in Incident Management (Outage / Priority Tickets)

Preferred qualifications, capabilities, and skills

• Familiarity with troubleshooting techniques for hardware, software, and technology systems
• Capability to document issues, procedures, and root cause analysis
• Knowledge in using ServiceNow and Bomgar