Senior IT Support Technician

Job Description

Job Responsibilities Efficiently troubleshoot and resolve complex problems in a highly technical environment. Participates in technical training programs and self-directed learning. Providing Tier II support to clients related to issues with assigned business unit products and services. Respond to escalated tickets from Tier I support staff to issues that impact clients' business operations. Perform more advanced troubleshooting of routers and systems adjusting within the scope of responsibility. Provide advanced technical support for Citrix environments, VPN configurations, VDI setups, and CaseWare applications. Troubleshoot and resolve or recommend solutions for complex technical issues escalated by junior support staff. Ensure timely resolution of support tickets under SLA guidelines using our ticketing system. Maintain excellent rapport and strong business relationships with IT team members, staff, and end users. Manage and maintain IT infrastructure, ensuring high availability and performance. Perform routine maintenance, updates, and upgrades to hardware and software systems. Monitor system performance and proactively identify and resolve potential issues. Document all technical procedures and troubleshooting steps. Prepare detailed reports on support activities, system performance, and project status Collaborate with other IT team members and departments to ensure effective and efficient IT operations. Mentor and train junior IT staff, sharing knowledge and best practices. Qualifications & Experience Requirements: Bachelors degree in Computer Science, Information Technology, or a related field. Minimum of 5 years of experience in IT support or a similar role. Proven experience with SSO/MFA, M365, SCCM, Citrix VDI, VPN, and CCH/CaseWare. Strong knowledge of IT infrastructure, including servers, networks, and storage systems. Proficiency in using and managing ticketing systems, preferably ServiceNow. Excellent troubleshooting and problem-solving skills. Strong communication and interpersonal skills. Ability to work independently and as part of a team. Excellent organizational and time-management skills. Certification in Citrix (e.g., CCA-V, CCP-V) or similar credentials preferred. Experience working in an offshore or remote support environment. Familiarity with ITIL processes and practices