Technical Support Specialist

Harbor Networks, Inc.; United States; Remote; USD 65,000 - 85,000; Full time

Job summary

A leading IT service provider is seeking a skilled IT support professional to deliver comprehensive support and act as a senior escalation point for complex issues. This role involves providing high-quality service to internal executives and managing interactions across teams to enhance solution delivery and service quality. Ideal candidates will have a proven track record in technical support roles and a commitment to continuous improvement in service delivery.

Qualifications

• Experience in IT support and technical problem-solving.
• Strong communication skills for executive and stakeholder interactions.
• Ability to collaborate across teams and manage service escalations.

Responsibilities

• Provide advanced technical support for various devices and applications.
• Act as a senior escalation point for complex incidents.
• Maintain accurate documentation and assist with onboarding/offboarding.

Skills

Technical support

Troubleshooting

Documentation

Root cause analysis

Client collaboration

Job description

Harbor IT delivers a comprehensive range of IT and cybersecurity services through a streamlined one-stop-shop model. This integrated approach simplifies communication, enabling clients to coordinate with a single provider, thereby minimizing complexity and reducing breakdowns in communication.

Our key services include:

• Comprehensive IT Managed Services

By keeping these services under one umbrella, we enhance cost efficiency, ensuring significant savings compared to managing multiple vendors. Our expert team guarantees consistent service quality and reliability across all solutions, and our single-source model accelerates decision-making and implementation for quicker project completion. Serving a diverse array of client verticals, we provide tailored solutions that cater to the unique needs of each industry.

• Provide advanced technical support for desktops, laptops, mobile devices, Office 365 applications, collaboration tools, and proprietary systems.
• Act as a senior escalation point for Level I support and resolve complex technical incidents and service requests.
• Deliver white-glove service to executives, managing partners, and other senior stakeholders within private equity firms.
• Diagnose, troubleshoot, and resolve hardware, software, network, and application issues with urgency and precision.
• Maintain detailed and accurate case notes and documentation in the ITSM system.
• Assist with onboarding/offboarding, including equipment provisioning, account setup, and access control for sensitive data.
• Collaborate closely with infrastructure, cybersecurity, and application teams to escalate issues and maintain seamless support operations.
• Participate in root cause analysis and continuous improvement initiatives to enhance service quality.
• Support remote users, travel (occasionally) for on-site support at client locations as needed.
• Stay current on emerging technologies and best practices relevant to private equity and finance industries.