Technical Support Specialist

Position Summary :

We are seeking an experienced and highly skilled Technical Support Specialist (Level 3) to join our IT support team. This senior-level position plays a crucial role in resolving complex technical issues, providing advanced support to both internal users and IT staff.

The ideal candidate will have a deep understanding of hardware, software, and network systems, combined with exceptional analytical, communication, and troubleshooting skills.

Key Responsibilities :

• Serve as the primary point of contact for handling advanced technical support issues, including system failures, network disruptions, and hardware malfunctions.
• Diagnose and resolve complex technical problems across a variety of hardware, software, and networking platforms.
• Collaborate with IT team to identify root causes of technical issues and develop long-term solutions.
• Provide expert guidance and support in the deployment, configuration, and updating of hardware, software, and network systems.
• Develop and maintain technical documentation, including troubleshooting guides, system configurations, and standard operating procedures.
• Be the lead / mentor to local IT team.
• Provide general day to day end user support.
• Monitor system performance, recommend improvements, and lead initiatives to enhance user experience and system reliability.
• Stay abreast of new technologies and industry best practices, recommending the adoption of new tools and technologies where appropriate.
• Participate in on-call rotation for critical system support outside of normal business hours.

Qualifications :

• Bachelor’s degree in Computer Science, Information Technology, or related field recommended.
• 5+ years of experience in technical support, IT, or a related field, with a proven track record in resolving complex technical issues.
• Strong knowledge of computer systems, network technologies, and software applications.
• Experience with Veeam, Vmware, and Hyper-V.
• Excellent problem-solving skills and the ability to think analytically.
• Exceptional customer service skills and the ability to communicate complex technical information to non-technical users.
• Experience with troubleshooting tools and techniques for analyzing and resolving technical problems.
• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified IT Professional) are highly desirable.

Working Conditions :

• Full-time position, with occasional need for after-hours support to manage system emergencies or maintenance windows.
• Primarily office-based with options for remote work, depending on business requirements and managerial approval.

Why Ardurra?

While Ardurra offers competitive compensation and rich benefits programs, it is our culture that truly sets us apart from our peers.

We nurture a family-like culture, striving to create a work environment that is enjoyable, challenging and rewarding but also fun.

We are acutely focused on developing our staff, whether through our internal Ardurra Academy or through our industry-leading Leadership program.

• We have made a deliberate and focused commitment to nurture a people-centric culture where people are : valued as individuals;
• supported in their professional and career development with multiple, varied career paths; provided the tools and resources to be successful, engaged, and satisfied in their work;

and positive benefits, time-off programs, and flexibility to help maintain a healthy balance between work and home.