Senior Specialist Technical Support IT Services

About the role

The Senior Specialist Technical Support IT Services is a seasoned team member responsible for supporting executive leaders and providing excellent customer support, troubleshooting, and complex issue resolution across multiple IHG technology platforms. This role exercises appropriate solutioning within defined SLAs, standards, and guidelines while requiring limited supervision.

Responsibilities

• Assist customers with complex hardware and software selection, procurement, installation, maintenance, and troubleshooting, including the release of software updates, service packs, security patches, and antivirus signatures to managed devices.
• Review trend data, metrics, and presentations on customer support issues and make recommendations on process improvements to the technology leadership team.
• Develop support documentation (e.g., work aids, process descriptions, checklists, templates, and guides) to assist with process implementation, adoption, and sustained maintenance.
• Monitor trend capacity and availability to facilitate proactive Problem Management.
• Provide solutioning for technology-related issues requiring vendor and third-party involvement.
• Ensure Standard Operating Procedures (SOPs) for incident resolution and Service Request fulfillment are created and embedded in the team.
• Lead work efforts regarding reviewing business implications of recommended customer support process improvements.
• Provide expertise in root cause analysis for customer support improvement opportunities.

Requirements

• Bachelor's Degree in a relevant field of work or an equivalent combination of education and work-related experience.
• Minimum of 7+ years of progressive work-related experience with demonstrated proficiency in multiple disciplines, technologies, or processes related to the position.
• Expert knowledge of supported systems within the respective area.
• Expert verbal and written communication skills for diverse work teams, including senior-level management and external stakeholders.
• Expert analytical thinking, planning, organizational, investigation, and time management skills, including summarizing information and identifying key elements, patterns, results, or relationships.
• Expert understanding of project management principles and processes.
• Expert reasoning capability to solve practical problems in situations with limited standardization.
• Understanding of business requirements' implications on applications and the ability to advise stakeholders and key business partners.
• Awareness and knowledge of market trends, business strategies, and technology, and their interrelationships.
• Technical writing skills are a plus.
• Ability to maintain discretion and confidentiality.
• Limited travel (10%).

Schedule

This role requires an in-office work structure with an expectation of five (5) days a week in the Atlanta office. This expectation may be adjusted with the changing needs of the business.