Senior Specialist - IT Support

master-TMS•New York, NY

21h•Hybrid

About The Position

The IT support group is an integral part of the global IT organization at Simon-Kucher. This Senior Specialist position is a key member of the incident support team, which consists of approximately 15 individuals. The role involves providing local IT coverage for US offices while also contributing to global support efforts and collaborating with the worldwide team. Simon-Kucher is a global consultancy with over 2,000 employees across more than 30 countries, dedicated to driving measurable revenue and profit for clients by optimizing commercial strategy across product, price, innovation, marketing, and sales. The company prides itself on a unique entrepreneurial team culture, fostering independent thinking, initiative, and calculated risk-taking. Employees are encouraged to advance their careers within a thriving company that maintains a startup feel, with significant investment in professional development. Simon-Kucher operates with a values-driven culture, aiming to be the world's leading growth specialist, guided by principles that influence its business practices and culture. This is a hybrid role, requiring 2-3 days per week in the office.

Requirements

5 to 7 years of customer or internal facing level 2 technical support in an IT or MSP environment
Solid understanding of Microsoft Windows hardware, operating systems (Windows 11), end-user client applications, and business software such as Office 365, SSO, VPN and IOS mobile devices
Experience with ITS Systems and ITIL - Top Desk, ServiceNow, Jira
Understanding of technical concepts such as basic TCP/IP networking
Experience with Microsoft Entra (Azure Active Directory) and Intune
Practical experience in remote troubleshooting and supporting end users across geographies
Demonstrated adherence to IT policies and established best practices
Certifications with Microsoft such as Windows 11, Azure, CompTIA A+, and ITIL certifications
Customer-centric mindset
Team player mentality – with strong initiative and ability to work independently as a self-starter
Solid written and verbal communication skills for internal and external stakeholder interaction
Ability to document and clearly communicate organizational IT procedures
Strong time management and organizational abilities to contribute to a global support workflow
Logical and methodical problem-solving approach to technical challenges
Capability to work efficiently in multicultural and distributed teams
Fast learner with the intellectual capacity to adopt new technical procedures quickly and apply them in daily operations
Embraces and continuous learner of new technology

Nice To Haves

Experience in comparable service industries is preferred, but not strictly required
Basic understanding of generative A1 concepts

Responsibilities

Provide level 1 and level 2 technical assistance and training to users and clients experiencing issues with computer systems, cloud applications, infrastructure, software, or hardware
Troubleshoot and diagnose problems related to network connectivity, software functionality, and hardware malfunctions
Assist with how to resolve end user issues
Respond to and resolve technical issues via email, chat, video conference, or in-person
Ensure timely resolution of incoming support tickets, escalating where appropriate
Assist in the setup, installation, and configuration of company IT equipment including laptops, desktops, and peripherals
Support the installation and configuration of standard software packages and tools
Coordinate hardware refreshes, replacements, and upgrades in alignment with lifecycle policies
Maintain and update equipment as needed to ensure optimal performance
Maintain up-to-date records of hardware inventory using appropriate asset management tools (CMDB)
Work with leadership to monitor stock levels and coordinate equipment orders as needed
Ensure asset data accuracy, including location, user assignment, and lifecycle status
Adhere to IT support and service management processes, ensuring high-quality service delivery
Document solutions and procedures in the internal knowledge base
Identify recurring issues and propose improvements to reduce future incidents
Support the standardization of processes and documentation across regions or teams
Contribute to Knowledge Base on a consistent basis