IT Enterprise Support Specialist

The IT Enterprise Support Specialist plays a crucial role in providing technical support to employees and business partners across multiple locations, including over 6,000 employees,BPOs, and call centers in multiple countries. This position requires the ability to support multiple Active Directory domains, two U.S. corporate offices, remote users, and executive staff. Working both independently and collaboratively within the IT team, the IT Enterprise Support Specialist ensures timely resolution of technical issues while delivering excellent customer service. The role involves troubleshooting and maintaining a deep understanding of the company’s hardware and software applications to address issues effectively, striving for first-call resolution whenever possible. Additionally, the specialist will accurately document issues and resolutions, ensuring proper follow-through and contributing to continuous service improvement. This position requires adaptability, strong communication skills, and a commitment to providing high-quality IT support in a fast-paced, enterprise environment.

Responsibilities

• Provide Enterprise IT Support: Respond to and resolve IT support requests via Ivanti Service Desk (ITSM), phone, email, and remote support tools (Bomgar,RDP) from employees, BPOs, and call centers across multiple countries.
• Ensure First-Call Resolution: Troubleshoot and resolve issues on initial contact whenever possible; escalate complex issues to other IT groups as needed.
• Manage and Support IT Infrastructure: Assist in troubleshooting and maintaining over 300 servers, multiple Active Directory domains, and enterprise networking equipment, including Cisco, Aruba, and Fortinet systems.
• Support Remote and Virtual Environments: Provide assistance for Horizon View VDI, Azure Virtual Desktop (AVD), and remote access solutions.
• Maintain Endpoint Security & Compliance: Support security tools, including CrowdStrike endpoint protection, and ensure compliance with security policies.
• Monitor and Maintain IT Assets: Use ManageEngine, SolarWinds, PRTG, and HPDM to track and manage enterprise IT assets efficiently.
• Provide Executive IT Support: Deliver white-glove IT support for executives, ensuring seamless use of technology and resolving high-priority issues promptly.
• Support Communication & Collaboration Tools: Troubleshoot and assist with Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), Poly audio/video conferencing systems, Ring Central and Genesys CaaS contact center solutions.
• Vendor Coordination & Management: Place and track service requests with vendors, ensuring timely issue resolution and maintaining documentation of vendor support activities.
  
  

Analyze Trends and Identify System Improvements: Utilize Ivanti Service Desk to monitor support trends, identify recurring issues, and suggest proactive solutions to enhance system reliability.

• Knowledge Base Contribution & Documentation: Document troubleshooting steps, solutions, and new issues in the IT knowledge base to improve resolution times.
• Support IT Projects & Upgrades: Assist with system upgrades, deployments, and IT infrastructure projects as assigned by management.
• Enforce IT Policies & Security Standards: Ensure compliance with company IT policies, security best practices, and operational procedures.
  
  

Qualifications

• Education & Experience: Associate’s or Bachelor’s degree in IT, Computer Science, or a related field preferred; equivalent work experience considered.
• Technical Expertise: Strong troubleshooting skills and experience with Windows OS, Macintosh, Microsoft 365 administration, and Active Directory.
• Networking & Security: Familiarity with enterprise networking, including Fortinet, Cisco, and Aruba technologies, as well as MFA solutions and cybersecurity tools like CrowdStrike.
• ITSM & Ticketing: Experience working with IT service management (ITSM) platforms (e.g., Ivanti Service Desk) for tracking and resolving support tickets.
• Virtual & Remote Support: Knowledge of Horizon View VDI, Azure Virtual Desktop (AVD), and remote access tools such as Bomgar and RDP.
• Monitoring & Management Tools: Experience with SolarWinds, PRTG, and ManageEngine for system monitoring and IT asset management.
• Collaboration & Communication Tools: Familiarity with Genesys CaaS for call center support, Poly conferencing systems, and Adobe applications.
• Analytical & Problem-Solving Skills: Ability to assess technical issues, identify root causes, and implement effective resolutions.
• Excellent Communication & Customer Service: Strong verbal and written communication skills with the ability to provide technical support to users of varying skill levels.
• Ability to Work in a Fast-Paced Environment: Capable of managing multiple priorities, working independently, and collaborating with cross-functional teams.
• Flexible Availability: Must be willing to work within our operational hours: Monday–Friday, 5:00 AM–7:00 PM, and Sundays, 7:00 AM–4:30 PM (overtime shifts as needed).
• Commitment to Professional Growth: Willingness to obtain relevant technical certifications to enhance expertise in this role.