Technical Support Specialist

Harbor Networks, Inc.; United States; Remote; USD 60,000 - 85,000; Full time

Job summary

Harbor Networks, Inc. is seeking an advanced technical support professional to manage IT services across diverse client verticals. The role involves delivering high-quality support, resolving complex incidents, and collaborating with senior stakeholders to ensure seamless operations. Candidates should possess a strong technical background, excellent problem-solving skills, and a commitment to maintaining service excellence in a fast-paced environment.

Qualifications

• Experience in providing advanced IT support for various devices and applications.
• Ability to manage and resolve complex technical issues.
• Familiarity with ITSM tools for case management.

Responsibilities

• Provide advanced technical support for desktops, laptops, and collaboration tools.
• Act as a senior escalation point for Level I support.
• Diagnose and resolve hardware, software, and network issues.

Skills

Technical Support

Troubleshooting

Communication

Problem Solving

Education

Bachelor's degree in IT or related field

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.