Sr. Technical Support

Ampcus, Inc; Wilmington (DE); Hybrid; USD 52,000 - 78,000; Full time

Job summary

Ampcus Inc. is seeking a Sr. Technical Support specialist for an onsite or hybrid role in Wilmington, DE. This 9-month assignment emphasizes customer-first support across Windows, Mac, and mobile devices and active collaboration with the Service Desk.

Ideal candidates have 3+ years in remote end-user support, familiarity with Zendesk/HPSM/ServiceNow, and comfort with Google Suite and macOS. Bachelor's degree preferred; extensive IT support experience is valued.

Qualifications

• High School Diploma, GED, or equivalent certification.
• At least 3 years of experience in remote administration and end user support.
• At least 3 years of experience with Windows 10 or earlier operating systems.
• At least 3 years of experience with ticketing and traffic reporting tools (Zendesk, HPSM, ServiceNow).
• At least 1 year of experience with Google suite applications.
• At least 1 year of experience with macOS (High Sierra).

Responsibilities

• Provide support for a fast-growing group of team members in multiple divisions.
• Heavy focus on laptop support with an even mix of Windows PCs, Macs, and Mobile Devices.
• Top notch customer focused support.
• Excellent written and verbal communication skills.
• Engaged in cross-train efforts amongst peers where applicable.
• Contribute to site level operational readiness, process improvements.
• Effectively manages up as needed.
• Self-aware of gaps in skills, works to improve.
• Frequent collaboration with site lead, acting as back-up when delegated to.
• Cross platform collaboration with immediate peers.
• Assist the Service Desk by actively taking/resolving intake calls.

Skills

Customer service

Verbal communication

Written communication

Cross-functional collaboration

Remote administration

Education

Bachelor's degree in Business, Information Systems, Computer Science or Military experience

High School Diploma or GED

Tools

Zendesk

HPSM

ServiceNow

Google Suite

macOS High Sierra

Job description

Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are in search of a highly motivated candidate to join our talented Team.

Job Title: Sr. Technical Support Location: Wilmington, DE - 19801 (Onsite or 3-day hybrid)

Duration: 9-month assignment with possibility of extension

Job Description:

Provide customer-first support for a fast-growing business group of team members in multiple divisions where excellent customer service and engagement are our highest priorities. Heavy focus on laptop support with an even mix of Windows PC's, Macs, and Mobile Devices. Assist the Service Desk by actively taking/resolving intake calls.

Responsibilities:

• Provide support for a fast-growing group of team members in multiple divisions.


• Heavy focus on laptop support with an even mix of Windows PC's, Macs, and Mobile Devices.


• Top notch customer focused support.


• Excellent written and verbal communication skills.


• Engaged in cross-train efforts amongst peers where applicable.


• Contribute to site level operational readiness, process improvements.


• Effectively manages up as needed.


• Self-aware of gaps in skills, works to improve.


• Frequent collaboration with site lead, acting as back-up when delegated to.


• Cross platform collaboration with immediate peers.


• Assist the Service Desk by actively taking/resolving intake calls.

Basic Qualifications:

• High School Diploma, GED, or equivalent certification.


• At least 3 years of experience in remote administration and end user support.


• At least 3 years of experience with Windows 10 or earlier operating systems.


• At least 3 years of experience with ticketing and traffic reporting tools (Zendesk, HPSM, ServiceNow).


• At least 1 year of experience with Google suite applications.


• At least 1 year of experience with macOS (High Sierra).

Preferred Qualifications:

• Bachelor's Degree in Business, Information Systems, Computer Science or Military experience.


• 1 year of experience with Active Directory services integration.


• 1 year of experience with defining, implementing, and leveraging process (change, incident, problem) management functions.


• Apple certification(s).


• 1 year of experience with virtualization technologies, to include VMWare tools (Fusion, ESX).


• 1 year of macOS Server administration experience.


• 1 year of experience with platform management and integration, to include JAMF Casper Suite or SCCM.


• 1 year of experience with productivity tools running on Mac, to include MS Office, Lync or Skype.


• 1 year of experience with Mac experience supporting 100 end users.


• 1 year of experience with image deployment, software and system testing and encryption and security tools (McAfee) on Windows and macOS.

Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veterans or individuals with disabilities.