About ZRG:

For 25+ years, ZRG has been helping our clients move forward in their industries and our candidates move forward in their careers. We started as a boutique retained executive search firm with a handful of talent professionals. Today, we are a global talent advisory firm, providing people solutions for our clients' most complex talent issues. Our core offerings include revolutionary, data-based, executive search focusing on senior leadership around the world. Our suite of on-demand talent offerings helps backfill open roles and address project-based work with specialized talent. Our consulting and advisory solutions focus on key issues like culture, strategic alignment, coaching, and sales optimization.

Leveraging our global platform of over 500 teammates with a tech-powered solution kit, ZRG is a leading talent advisory firm for leading-edge clients.

We offer a broad scope of consulting services alongside our core search offerings. The methodologies developed by our Walking The Talk group, including the revolutionary Taylor Assessment, can make culture your superpower. The consultants in our Brimstone group will help optimize and onboard world-class leadership. We provide on-demand talent solutions whether your need is increased bandwidth at crunch time or a steady hand on the wheel during an ongoing leadership search. We are leading the way with embedded recruiting, letting you scale up your business without unnecessary overhead.

We are natively global in our reach with practitioners and entire divisions working around the world in the UK, Europe, the Middle East/North Africa, Australia, the Asia Pacific, and North and South America. Our team collaborates across geographic boundaries and industry verticals to bring you multiple solutions.

Role Summary:

As a Senior IT Support Specialist, you are a highly motivated and enthusiastic individual with a deep passion for technology. You thrive in dynamic work environments and excel at problem-solving.

In this role, you will be the first point of contact for customers, handling inbound calls and emails with efficiency and professionalism. You will swiftly diagnose and troubleshoot technical issues, providing clear information and effective solutions. Your commitment to delivering exceptional customer service and maintaining high professional standards will be key to your success in this role. 

Key Responsibilities:

• Provide first-line support to customer workstations;
• Offer first-line support for infrastructure and cloud services;
• Support order management and product pre-sales inquiries;
• Investigate, resolve, and/or escalate issues to the highest level of support;
• Document each call using an internal ticket system (Autotask);
• Contribute to creating and updating a support knowledge base, demonstrating a passion for learning and knowledge sharing;
• Maintain and support quality and statistical standards consistently;
• Work both independently and as part of a team to achieve individual and group targets;
• Strive for first-call resolution with each customer interaction, providing excellent technical support. 

Qualifications:

• Bachelor's degree in Computer Science or related field;
• 3+ years of experience in a Support Specialist role;
• Exceptional organizational skills with the ability to prioritize tasks and manage multiple deadlines effectively;
• Commitment to contributing to a strong team culture to ensure success and building relationships with internal colleagues;
• Proven ability to meet multiple and/or unexpected deadlines in a fast-paced environment with a demand for quick turnarounds;
• Capabilities in resolution, logical troubleshooting, customer service, and customer satisfaction.

Preferred Qualifications:

• Practical experience in cloud and networking environments;
• Knowledge and experience in deploying new technology systems;
• Proficiency in Windows PowerShell scripting.

Compensation is tailored to each individual based on their skills, qualifications, experience, and location. The rates mentioned in this posting represent only the base hourly, monthly, or annual pay and exclude potential bonuses, equity, or sales incentives, where applicable. Beyond base pay, we provide a comprehensive benefits package.