UpStream Global Services is currently seeking an End User Support Specialist to join our team. In this role, you will provide technical assistance and support to internal employees and/or external customers for hardware, software, and network-related issues. You will be responsible for ensuring the timely resolution of incidents, delivering exceptional customer service, and maintaining end-user productivity by effectively troubleshooting technical problems and escalating issues when appropriate.

Key Responsibilities:

Provide first and second-level technical support for desktops, laptops, mobile devices, printers, and peripherals.

Troubleshoot and resolve issues related to operating systems, applications, network connectivity, and user accounts.

Respond to support requests via phone, email, chat, or ticketing systems in a timely and professional manner.

Install, configure, and update software and hardware as needed.

Manage user accounts, permissions, and access in systems such as Active Directory or similar platforms.

Document incidents, resolutions, and procedures in the IT service management system.

Escalate complex technical issues to higher-level support or specialized IT teams when required.

Assist with onboarding and offboarding of employees, including device setup and account provisioning.

Requirements:

High school diploma required; Bachelors preferred.

An ability to triage incidents, prioritize support requests, and track issues to resolution.

Strong organizational skills with the ability to maintain accurate incident logs and user records.

Strong customer service and communication skills when assisting users with technical issues.

Ability to prioritize and manage multiple tasks in a fast-paced environment.

Attention to detail and documentation accuracy.

Excellent problem-solving and troubleshooting skills.

Patience and empathy when assisting non-technical users.

Benefits: 

Flexible remote work environment.

Paid time off and holidays (where applicable).

Professional development and training opportunities.

Career growth and advancement opportunities.

Performance-based incentives and bonuses.

Supportive and collaborative team culture.

Work-life balance with flexible scheduling options.