VCN, a prominent leader in network solutions based in Silicon Valley, seeks an experienced Technical Support Specialist to join our dedicated IT & Technical Support team. As part of our mission to deliver exceptional technology services, we require a dynamic individual to address complex technical challenges and enhance customer satisfaction through effective resolution of issues. This role is pivotal in maintaining the reliability and efficiency that VCN is recognized for worldwide. Responsibilities Provide first-line response for users requiring assistance with information technology issues and problems. Resolve technical support issues that cannot be resolved by Tier I support staff. Track issues to resolution updating the internal knowledgebase and/or communicating learning with relevant stakeholders. Act as a liaison between customers and higher-level support teams when necessary. Respond to requests for technical assistance by phone, email, in-person, or through remote access. Record, track, and document the help desk request problem-solving process. Install, modify, and repair computer hardware and software systems. Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications. Ensure optimal performance of IT systems and services by monitoring operational performance and troubleshooting detected issues. Required Skills In-depth knowledge of computer systems, networks, and appropriate software applications. Proficiency in diagnosing, troubleshooting, and resolving technical issues. Excellent interpersonal skills, with the ability to communicate effectively with both technical and non-technical staff. Strong analytical and problem-solving skills. Experience with help desk software and remote desktop applications.