Summary

Embark on a rewarding career journey as a Technology Support Sr Specialist (End User Support). This role will give you the opportunity to provide first-level technology support, guide, and resolve complex technology issues and enhance our user experience. 

As a Technology Support Sr Specialist (End User Support) in Chase Travel, you will be a crucial team member that uses leading best practices to provide first-line support and guidance on day-to-day technology activities. Your role involves troubleshooting hardware, software, and technology issues within the organization. You will maintain high levels of customer satisfaction with a focus on executing with efficiency and strive for continuous improvement in service delivery.

Job responsibilities

• Provide first-line support for hardware, software, and technology issues and address and resolve challenges efficiently while adhering to established processes and procedures
• Assist in the timely and accurate delivery of technology support services to internal customers, coordinate resources and activities to ensure high-quality standards and customer satisfaction
• Contribute to optimal system functionality by applying emerging knowledge of hardware components, peripherals, devices, and networks as well as utilizing problem-solving techniques, diagnostic tools, and best practices to identify and resolve technical issues
• Adhere to ITIL processes and ensure documentation within the End User Support team are stored and accessible from a single point. 
• Track desktop/laptop lifecycle management and do quality assurance review of key productivity tools, hardware, and services. 
• Support end user in application installation as well as maintaining workstation builds, configuring printers, applications and email profiles, and administering new user IDs and maintaining existing ones.
• Serve as a forward-looking technical professional; evaluate new or emerging technologies for the use of our employees, agents, or customers especially those that increase automation across the stack. 

Required qualifications, capabilities, and skills

• Bachelor's degree in an IT-related field or equivalent experience
• Must have at least 3-5 years of experience in providing first-contact solutions and end user support to triage and resolve issues in real-time including support for hardware, software, and networks
• Experience in tech support via live chat, incident/service request management, and scripts for system issue resolution
• Baseline knowledge of operational management and excellence including good understanding of SCCM / End Point Management [Intune/MDT] 
• Technical knowledge of enterprise software and technologies such as MDT, SCCM, Power Shell, Windows 10, Intune policy building and GPO Building 
• Knowledge in Windows 10 Certification MD-100 and MD-101 Windows 10, 70-698 Installing, and Configuring W10 
• Excellent organization, time management, and change management skills across multiple functional groups and departments

Preferred qualifications, capabilities, and skills

• Experience in Azure and Intune is a plus

Skills

• Communications Skills
• IT support
• Networking