Senior Support Specialist

This role is critical in managing user support within a 24/7 operational environment. The individual will handle tier 1 to tier 3 support, ensuring that urgent issues are prioritized and addressed promptly. You will collaborate closely with a small team of engineers and have the opportunity to own the entire support process, making a significant impact on user experience. The position requires a self-starter who is adaptable and willing to learn in a dynamic setting.

Key Responsibilities:

Manage day-to-day operations of user support, addressing a high volume of support tickets daily. Onboard and offboard users, ensuring a smooth transition for all team members. Prioritize urgent issues that arise at any time, ensuring critical user needs are met promptly. Document support processes and solutions to improve team efficiency and knowledge sharing. Collaborate with a small team to provide comprehensive support for approximately 900 users.

Required Qualifications:

Demonstrated experience in tier 1 and tier 2 support roles, effectively managing user issues. Proven ability to work on-site at least four days a week, contributing to team dynamics. Experience with Azure Intune, configuring devices and managing user access. Familiarity with endpoint detection systems and their application in user support. Knowledge of SOC 2 processes and adherence to compliance standards. Experience using Jira ticketing system to track and manage support tickets.

Additional Details:

Location:

Chicago, IL 60601 This is an exciting opportunity to take ownership of the support process in a smaller team environment, with potential for career growth and impactful user support. If you''re ready to make a difference and thrive in a dynamic setting, we encourage you to apply. #11725