Support Specialist, ESD

The XTIUM global team is made up of a group of diverse and talented professionals who are all driven by the same goal: excellence and continuous improvement. We are all about embracing challenges, keeping the lines of communication open and working together. We take ownership of our work, focus on learning and growing and hold ourselves accountable to our colleagues and customers. Together, we strive to push boundaries, make an impact and inspire each other to reach our full potential.

Job Description:

XTIUM’s 24/7 global Enterprise Service Desk is a collaborative team of IT professionals dedicated to providing exceptional end user technical support. We are striving to be more than just a high-performing service desk, but relentlessly seeking to deliver a premium, customer-centric service offering unlike any other, resulting in seamless issue resolution, hospitality focused customer experience, and customers who evangelize the XTIUM brand and offering. We are unapologetically pushing the boundaries on what an Enterprise Service Desk can do to transform the digital transformation experience for end users.

As a Service Desk Specialist, you will play a critical role in providing first-line technical support to our client end-users. This includes resolving a wide range of IT issues, such as hardware and software troubleshooting, account management, and password resets, while providing prompt and courteous assistance via phone, email, and chat. You will utilize and contribute to the internal knowledge base to resolve common issues efficiently and escalate complex issues to higher-level support when necessary. Additionally, you will actively participate in team training and development initiatives to enhance your performance, technical skills, and contribute to providing a “white glove” customer experience.

What You Will Do

Provide customer end user technical support via phone, email, chat, and self-service portals

Diagnose and resolve customer issues with desktops, laptops, printers, peripherals, and common software applications

Assist end users with password resets, account unlocks, and access requests

Provide remote assistance when applicable

Troubleshoot network connectivity issues (e.g., internet access, VPN connections)

Document and track incidents and requests utilizing the ServiceNow ITSM ticketing system

Escalate complex issues to higher-level support teams when necessary

Adhere to service level agreements (SLAs) and meet performance targets

Utilize the internal knowledge base to resolve common issues and improve efficiency

Drive customer satisfaction through proactive communication and first call resolution

Provide exceptional customer service by demonstrating empathy, patience, and a positive attitude

Communicate technical information clearly and concisely, ensuring clients understand the resolution or next steps

What Qualifies You

3+ years of service desk experience in an MSP environment

Excellent verbal and written communication skills

Strong interpersonal skills

Excellent problem-solving and analytical skills

Customer-centric approach with a focus on service excellence

Ability to work effectively under pressure and manage multiple priorities

Continuous improvement mindset

Incident and request management experience

Must be a team player and collaborative.

Experience with Windows OS, Office 365, Azure AD, Active Directory, and Exchange/Office O365. MAC OS knowledge would be a plus, but not a hard requirement.

Familiarity with IT Service Management concepts, practices, and procedures. Strong ITIL knowledge or certification preferred

Technical Certifications: CompTIA, A+, MSCE are a plus

Experience using ServiceNow ticketing system is preferred

Experience using remote assistance tools

Excellent time management skills

A bachelor’s degree or equivalent in Computer Science, Information Systems, or related field

Strong technical background

Be willing to work in a 24/7 support environment