Technical Support Specialist

1 week ago

Lahore, Punjab, Pakistan Great Computer Solutions - Global Full time

Who are we?

Great Computer Solutions (GCS) is a Chicago-based organization that provides IT Solutions. Our services range from consultancy and support to forming networks. Since 1996, we have helped a lot of small and medium organizations grow. We have operations in the US as well as Pakistan. For our Pakistan office, we are on the lookout for an ambitious candidate to join our team as a Technical Support Specialist.

What you'll be doing?

As a Technical Support Specialist with GCS, you will be providing comprehensive end-to-end IT Services to our technology partners. This position has a great opportunity for individuals that want to grow with the company. Your success will be dependent on your willingness to learn, take on new challenges and to be an innovative problem solver. As a Technical Support Specialist, you will be responsible for all aspects of technology implementation, maintenance and support as required. Along with having exceptional communication and interpersonal skills, this position requires strong analytical, troubleshooting and problem-solving skills with ability to work independently and team collaboration.

What are you expected to do?

Customer Service

  1. Present the company in a way that represents the company's purpose, core values and culture.
  2. Working with clients to ensure their technical issues are resolved and business needs are met.
  3. User experience and managing expectation through empathy and professional communication for great customer service is the prime directive.

Technical Support

  1. Perform day to day support of Apple and Windows platform, including workstation and server operating system, policies management and administration.
  2. Installation, configuration and maintenance of systems hardware and software and related infrastructure.
  3. Resolve technical problems with the deployed technology infrastructure and solutions.
  4. Troubleshooting and creative problem-solving.
  5. Create and maintain documentation such as technical procedures, user guides and configurations.
  6. Plan projects and oversee it to completion.
  7. Perform other related duties as assigned.

Research and Development

  1. Continuously learning and improving proactive management of infrastructure.
  2. Research and recommend solutions to meet the business needs and challenges.
  3. Plan, design and implement solutions based on customer needs and objectives.
  4. Assess which products provide the best value and provide recommendations.
  5. Strong analytical and planning skills.

Knowledge and Skill Requirements:

  1. Commitment to company vision, purpose, and core values.
  2. Humble, Hungry, and high Emotional Intelligence.
  3. Exceptional interpersonal skills and ability to build relationships with staff and clients.
  4. Strong organizational and customer service skills.
  5. Ability to teach and mentor others.
  6. Project planning and management.
  7. Self-motivated with the ability to work in a fast-moving environment.
  8. High energy and exceptional analytical skills.
  9. Solid understanding of technology infrastructure and its management.
  10. Experience with Apple and Windows workstation and server environments.
  11. Ability to establish and accomplish goals with limited direct supervision.

Must-Have:

General:

  1. Bachelor's degree in computer science or related education.
  2. Experience working in a Managed Services environment.
  3. 5-7 years of technical hands-on experience required.
  4. Experience with creating Documentation and SOPs.
  5. Industry certifications in desktop, server, network, Azure cloud support and/or management.
  6. Strong communication skills, both written and verbal. The flexibility of working in US Central Timings on-site.

Primary:

  1. Solutions Architect and design (Azure, 365, Intune).
  2. Windows Server group policies / administration.
  3. Scripting Experience with Powershell, Bash, Python.
  4. Experience in implementing and supporting Microsoft Azure environment.
  5. Troubleshooting application performance and latency.
  6. Email security (Proofpoint and Avanan).

Secondary:

  1. Experienced in designing and supporting Cisco Meraki networks and firewalls.
  2. Experience in Network Designing.
  3. Google Education workspace experience.
  4. Apple Server group policies/administration.
  5. Experience with Windows RMM tool (Ninja).
  6. Experienced with Apple RMM tool (JAMF).

Why join us?

  1. We give our employees exposure to US culture.
  2. We offer market-competitive salaries.
  3. Our benefits include EOBI and Health Insurance offered to individuals and their families.
  4. We give paid time off, birthdays off as well as maternity and paternity leaves.
  5. We believe in fostering a friendly culture and giving our resources autonomy to make decisions.
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