Job Description
Join TechNova Solutions as a Senior Help Desk Support Specialist and elevate your career in one of New Jersey's thriving tech hubs. We're seeking an expert to deliver exceptional technical support to our enterprise clients in Newark. With a competitive compensation package and opportunities for rapid advancement, this role is designed for professionals who excel in high-pressure environments and thrive on solving complex challenges. Enjoy a modern workspace, comprehensive benefits, and the chance to shape our client experience strategy.
Responsibilities
- Provide Tier 3 technical support for enterprise hardware/software systems
- Lead incident resolution for critical outages with SLA-driven urgency
- Develop and maintain automation scripts for common support workflows
- Train junior support staff on advanced troubleshooting methodologies
- Collaborate with engineering teams on system optimization projects
- Document knowledge base articles with technical precision
- Monitor and analyze support metrics to drive continuous improvement
Qualifications
- 5+ years in enterprise-level help desk support with proven escalation handling
- Expertise in Windows Server, Active Directory, and cloud platforms (AWS/Azure)
- Industry certifications: CompTIA A+/Network+, or equivalent experience
- Advanced scripting skills (Python/PowerShell) and automation tools
- Exceptional communication skills for C-level stakeholder interactions
- Experience with ITSM platforms (ServiceNow/Jira Service Desk)
- Ability to manage competing priorities in fast-paced environments