Technical Support Specialist

Purpose

The Technical Support Specialist plays a critical role in ensuring the seamless operation of Tiger’s global IT infrastructure. This includes supporting computer resources, laptops, distribution center technology, IT security, telephony systems, hosted services, cloud systems administration, and ticketing platforms.

Responsibilities

• Respond promptly and courteously to inquiries and requests through Jira and Zendesk systems
• Facilitate onboarding of new hires by configuring and setting up IT equipment
• Deliver technical support via phone, web, remote desktop, and email to address user issues effectively
• Set up and configure laptops for new and existing employees
• Troubleshoot daily technical issues with laptops, monitors, and printers, escalating complex cases as required
• Prioritize and manage tickets effectively using Zendesk and Jira platforms
• Contribute to technical projects and ensure resource alignment
• Provide support for meetings and conference calls, leveraging tools like Zoom and Microsoft Teams
• Maintain consistent on-site presence, working from the office five days a week
• Adhere to assigned shift schedules, meeting attendance expectations, and completing all job duties effectively
• Be available for overtime on weekdays and weekends as necessary to meet business or operational needs
• Perform other duties as assigned

Skills

• Exceptional communication and customer service skills
• Outstanding attention to detail and organizational abilities
• Strong problem-solving aptitude with the ability to troubleshoot technical challenges
• Superior written and verbal communication capabilities
• Demonstrated ethical standards and high integrity
• Proficiency in cloud services administration and troubleshooting
• Advanced knowledge of Office 365 applications
• Solid experience with Windows 10 and 11 operating systems
• Adaptability and teamwork skills to thrive in a dynamic environment
• Familiarity with networks, firewalls, and WiFi systems
• Ability to manage multiple tasks effectively in a fast-paced setting
• Strong technical writing skills.

Qualifications/Requirements

• High school diploma or equivalent is required
• A minimum of 3 years of experience in technical support or a related field is required
• Additional education may substitute for required experience on a year-for-year basis
• Bachelor’s degree in computer engineering or a related discipline and/or certifications such as CompTIA A+, Network+, or similar are highly preferred
• Successful completion of a favorable background investigation is required