Technical Support Specialist

About Coretek 

We are a leading Infrastructure and Security as a Service Solution Provider dedicated to empowering organizations with cutting-edge technology solutions. We are Microsoft's #1 Ranked Cloud Solution Provider (CSP) in the US and provide a Microsoft centric suite of cloud solutions as well as providing hybrid datacenter solutions leveraging industry leading technologies such as Palo Alto, Nutanix, and IGEL thin device solutions at the endpoint.  Our comprehensive suite of services enables businesses to streamline their operations, enhance security, and drive innovation.  

Job Description

We are seeking a highly motivated and customer-oriented Technical Support Specialist to join our Service Desk team. The ideal candidate will be responsible for providing excellent Technical Support and assistance to our managed services customers. The Technical Support Specialist will play a key role as a first point of contact in troubleshooting, documenting, and resolving customer incidents and requests. This position requires a combination of technical expertise, strong communication skills, aptitude to learn new technical skills and a passion for delivering exceptional customer service.

Duties and Responsibilities

User Support:

• Provide first-level Technical Support to end-users via phone, email, and in-person.
• Assist users in troubleshooting hardware and software issues.
• Guide users through problem-solving steps and escalate issues when necessary.

Incident and Request Management:

• Document and prioritize incidents and requests using the IT service management system.
• Manage and drive progress of incident and request resolution, ensuring timely and accurate user communication.
• Collaborate with and escalate to engineering teams to resolve complex technical issues.

Hardware and Software Maintenance:

• Perform hardware and software installations, configurations, and updates.
• Coordinate with vendors for equipment repairs and replacements.
• Conduct routine maintenance tasks to ensure system performance.

Documentation and Continuous Improvement:

• Maintain accurate and up-to-date documentation of common issues and their resolutions.
• Create documentation for frequently asked questions and known errors.
• Learn new technologies and complete industry standard certifications and Coretek Academy model training objectives.

Vendor Management:

• Advise and assist customers on navigating the Microsoft Azure ecosystem.
• Collaborate with customer IT teams and Coretek vendor partners to remediate issues and drive resolution.
• Apply the appropriate vendor licenses and execute purchases based on signed order agreements.

System Monitoring:

• Monitor systems for potential issues and proactively address them.
• Identify trends in system issues and work towards preventing recurring problems.
• Communicate with customers and Coretek engineers on high priority monitoring alerts.

Requirements

• A degree in Computer Science, Information Technology, or a related field is preferred, but equivalent work experience will also be considered.
• Technical proficiency in troubleshooting hardware, software, and network issues.
• Strong knowledge of commonly used desktop applications and operating systems.
• Familiarity and troubleshooting experience within the Microsoft ecosystem (Windows, Azure, M365).
• Knowledge of Active Directory, Entra ID, passwords management, User Creation, GPO, etc.
• Excellent written, oral, and interpersonal communication skills.
• Customer-focused mindset with the ability to remain calm under pressure.
• A strong sense of urgency and the ability to multi-task effectively with attention to detail
• Well-developed organizational, communications and time management skills
• A strong business maturity and professionalism is essential.
• Great analytical and troubleshooting skills.
• Ability to work independently as well as part of a team.

Preferred Qualifications:

• Experience: 1-3 years in a service desk or similar IT support role.
• Experience supporting VDI technologies such as Azure Virtual Desktop, iGEL, Citrix, VMware, FSLogix is a plus.
• IT certifications (e.g., CompTIA A+/Net+, MS-900, AZ-900, ITIL) are a plus.
• Familiarity with ITIL best practices or ITIL certification is an advantage.
• Windows OS patching and end point management is a plus (e.g., inTune, SCCM, Azure Update Manager)
• Experience with system monitoring is a plus (e.g., LogicMonitor, Azure Monitor, Dynatrace)
• This is a full-time position based in Farmington Hills, Michigan.  This work might require additional travel based on business needs.
• The role will require occasional evening or weekend work, applicants with wide availability are preferred.