Technical Support Specialist

As a Technical Support Specialist at Beyond Impact, your key responsibilities will include providing Level 1 and 2 support for Windows Desktop and Server environments, managing Microsoft 365 services like email and Teams, and administering Kaseya User and Endpoint products. You'll be troubleshooting a variety of hardware, software, and network issues while responding to customer tickets in a timely manner.

To be a successful Technical Support Specialist at Beyond Impact, you should have solid experience in troubleshooting Windows Desktop and Server environments, familiarity with Microsoft 365, and knowledge of Kaseya User and Endpoint management. Strong communication skills and a customer service mindset are crucial, along with experience using IT ticketing systems like Autotask.

Beyond Impact supports its Technical Support Specialists by fostering a collaborative team atmosphere and providing ongoing training opportunities. We encourage our employees to pursue certifications, including Microsoft and Kaseya certifications, enhancing both their knowledge and career trajectory.

As a Technical Support Specialist at Beyond Impact, you'll primarily use the Autotask ticketing system for managing customer tickets. You'll also work with a variety of tools for managing Microsoft 365 services, including Exchange, Teams, and SharePoint, along with Kaseya's security management products for endpoint monitoring and patching.

The work culture for a Technical Support Specialist at Beyond Impact is friendly, supportive, and focused on teamwork. We value strong communication, collaboration, and a commitment to customer satisfaction, making it an ideal environment for those passionate about IT support.

When addressing troubleshooting for Windows issues, I first identify whether it's software or hardware-related and gather detailed information about the symptoms. I then isolate the problem, check system logs, and utilize built-in diagnostic tools. If necessary, I cross-check with known issues or escalate as needed.

I prioritize customer tickets based on their urgency, impact on the business, and the time they have been open. Using the ticketing system, I ensure to categorize and escalate tickets appropriately, ensuring that critical issues are addressed first while maintaining good communication with all stakeholders.

I have extensive experience managing Microsoft 365, including configuring user accounts, managing email settings in Exchange, and utilizing Teams for collaboration. I also focus on helping users navigate SharePoint and OneDrive effectively, ensuring all services are used to their fullest potential.

In my previous role, I managed Kaseya products for endpoint security and user management. This involved routine patch management, monitoring security alerts, and automating tasks to enhance system efficiency while ensuring compliance with company security policies.

I once dealt with a major network connectivity issue that affected multiple users. After engaging with users to gather specific error messages, I traced the problem back to a misconfigured DNS setting in our Windows Server environment, allowing me to resolve the issue efficiently and minimize downtime.

I would start by understanding their current knowledge level and tailor the conversation to their needs. I would cover essential practices like recognizing phishing attempts, creating strong passwords, and safely managing sensitive information, providing practical examples and resources for further learning.

To improve ticket resolution times, I believe in regularly reviewing ticket trends and identifying common issues, which would allow me to develop standard operating procedures for common problems. Additionally, continuous learning and training can enable quicker diagnoses and effective solutions.

I always listen attentively to the customer's issue and validate their feelings before working to resolve the situation. I calmly explain the steps I will take to address their concerns and follow up to ensure satisfaction, aiming to convert a negative experience into a positive one.

Documentation is crucial in technical support as it creates a knowledge base for future reference, allowing for quicker resolutions and consistency in handling similar issues. It also aids in onboarding new team members, ensuring they can leverage accumulated wisdom effectively.

I hold certifications in Microsoft technologies, which give me a solid foundation in solving related issues. Additionally, I have obtained Kaseya certifications, which equip me with unique insights into managing endpoint security and IT infrastructure effectively.