We are seeking a highly skilled and experienced Senior Technical Support Specialist to join our dynamic team. In this role, you will provide advanced technical assistance to our students, academic and staff, ensuring prompt resolution of complex technical issues. Your expertise will be crucial in maintaining high levels of satisfaction and contributing to the continuous improvement of our support processes.

Key Responsibilities:

• Provide advanced technical support for complex issues related to hardware, software, and network systems.
• Serve as the escalation point for junior support staff, offering guidance and expertise.
• Ensure the security, reliability, and performance of UCE's IT services, including hardware, software, security, surveillance, storage, cloud (hosting, O365, Azure, etc.), backup, surveillance systems, technical support, and more.
• Ensure SLA compliance for IT department, optimize system performance, and implement robust security measures for all services.
• Troubleshoot and resolve issues efficiently, ensuring minimal disruption to client operations.
• Create and update technical documentation, including issues, solutions, and best practices to enhance the knowledge base.
• Collaborate with cross-functional teams to identify, report, and resolve product or system defects.
• Assist in the development and implementation of new support strategies and processes.
• Train and mentor junior technical support staff to build a more effective support team.