We’re obsessed with growth. From enabling companies to flourish, to helping careers bloom.
SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to grow by developing the best people, implementing the latest technology, and challenging the status quo.
SupportNinja is a new kind of BPO. Our vision is to show the world a better way to outsource by developing the best people, implementing the latest technology, and challenging the status quo. SupportNinja helps fast-growing tech companies by providing around-the-clock outsourced support, lead generation, customer service and community management.
As a Ninja, you are guaranteed a culture dedicated to our core values: Employee Focused, Always Be Humble, Improve Everyday, Compassionate Candor, and Collectively Bring Joy.
The
IT Support Specialist role is to ensure proper computer operations so that end users can accomplish organizational tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests. Problem resolution may involve the use of diagnostics and help request tracking tools, as well as require that the individual give hands-on help at the desktop level. What does a day in the life of an IT Support Specialist look like?
Maintains full ownership of tickets through its lifecycle and Incident Management process.
Ensuring all elements of the process, including Major Incident Management are implemented and operationally managed.
Maintains various Policy and Procedure documents.
Provides first call resolution or triage for all calls.
Provides reports to an agreed schedule (or on request), including management summary, KPIs and detailed performance reports.
Ensures accurate logging incidents, service requests, access requests and changes.
Ensures that for every call and/or reported event a ticket is created in both a timely and accurate manner. This one call/one ticket method provides effective tracking of all incidents and service requests. In the cases where a single incident has affected multiple users, this method of creating a ticket for each reported instance and attaching it to a master ticket will allow for impact analysis on the outage.
Ensures updates to the Knowledge Base (KB) with all troubleshooting performed and, if applicable, the resolution are made.
Utilizes the KB and other support documentation to identify, isolate, diagnose and resolve end users technical problems and provide information and status as requested.
Completes initial diagnosis and progress all issues in a timely fashion to meet customer SLAs, resolving the incidents wherever possible.
Escalates tickets to the appropriate Specialists if required.
Forward tickets/requests to 3rd party suppliers where necessary and manage the progress of these through to closure.
Monitors Risks, Issues, Action Logs and Dependencies. Manages service desk mailbox.
Manages analyst performance on a monthly basis with focus on adherence to SLA achievement, customer focus, proactive problem solving and incident avoidance, expected telephony occupancy.
Schedules engineers to conduct incident activity.
Works with engineers to resolve incidents.
Supports room based video conferencing.
Reviews call logs and trends.
Any other tasks or projects assigned by the IT Management
Provide occasional out of hours support. What are the required qualifications of an IT Support Specialist?
Degree in IT or any IT related discipline.
Good understanding of ITIL in principle particularly in the Service Operation space, covering Service Desk , Incident Management, Problem Management and Knowledge Management.
Understands and has a strong appreciation for the 'frontline' role service desk operations have on shaping the overall relationship between IT and the business.
Passionate about customer service and ability to handle challenging customer conversations.
Ability to prioritize under pressure.
Good knowledge of server operating systems with particular focus on Windows Server 2008 / 2012 Active Directory.
Good knowledge of desktop operating systems (Windows) and associated hardware and software necessary to install and support users from an operational perspective.
Knowledge of Google productivity suite (Docs, Sheets, Google Drive)Knowledgeable on Mac operating system (Troubleshooting and Maintenance)
Knowledge of mainstream mobile device platforms (IOS, Android, Windows Phone).Technical: Microsoft Windows Server. Active Directory (Administration).
Knowledge End-User Devices (Desktop / Laptop / Mobile Phone / Desk Phones)
Understanding of Networking technologies and concepts. Use of System’s monitoring tools
Good knowledge of Voice Telephony is an advantage
Knowledge on IT ticketing systems. Nice-to-have qualifications:
ITIL certifications
Cisco certifications
Any other certifications Additional Information
Ninja Perks and Benefits
*Full time employees
● Competitive compensation
●Adherence to government-mandated benefits
● Retirement Savings Program with Company Matching
● Life Insurance
●HMO on day 1
●Paid time off, birthday leave
●Bonus and incentive plans
●Opportunities for skills training and personal and professional development
●Employee Referral Program
●Beautiful office space
●Free lunch provided daily
●Shuttle Service available
Experience
infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?
Disclaimer:
The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.
SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.
