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SR IT Support Specialist
8 – 12 Lakh
Remote
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About the Role
Senior IT Support Specialist
Our IT Division empowers businesses by providing comprehensive IT support, cybersecurity solutions, cloud management, and network optimization. We act as your dedicated IT team, ensuring seamless operations, data protection, and technological innovation.
When our clients have a request or issue that requires more technical troubleshooting than our first responders can provide, our reinforcement group steps in to handle the task. Members of the reinforcements group spend 70% of the day working on the most complex support issues and 30% of the day mentoring the technical team members from the first tier. Common issues that you will work on include server, network, virtualization, and storage troubleshooting. You will work on problems that may be intermittent and difficult to resolve.
RESPONSIBILITIES
- Deliver exceptional remote support to clients according to assigned service plans.
- Proactively identify opportunities and make recommendations to enhance customer experience and system performance.
- Maintain technical documentation of assigned service plans
- Assist other team members to share expertise and optimize workload, as needed
- Support Specialists can also be Lead Support Specialists who are responsible for providing technical guidance and support to others on their crew.
- Responsible for remotely supporting assigned service plans and other customers
- Responsible for making recommendations to improve customer experience and systems
- Responsible for technical documentation of assigned service plans
- Assist other members of the team as needed (expertise, workload, etc.)
Role Qualifications
TRAITS
- Detail-oriented, analytical and logical
- Flexible and relentlessly optimistic
- Results-focused with a can-do attitude
- Team-focused and responsible
EDUCATION
REQUIRED:
- 1 year of experience providing IT services to businesses working for an MSP on a helpdesk or 3 years with a single organization working on a help desk
- Experience working on a technical support team, at a tier 2 or tier 3 level
SKILLS
- Ability to diagnose and fix complex hardware and software issues for desktops, servers, cloud services, and networks
- Excellent organizational skills
- Excellent communication skills and professionalism
- Strong passion for working with information technologies
SHIFT REQUIREMENTS
6:30 pm to 3:30 am IST
We Do Remote Right
Miles IT supplies the necessary hardware for our remote employees and our staff enjoy the no-stress commute to their workstations every day. We maintain a close-knit team and a sense of comradery through group chats and video meetings.
Career Path
How Success is Measured:
Our IT support team is committed to delivering exceptional service. We measure success by ensuring customers feel their issues are addressed promptly and effectively. Our IT Support Consultants aim to resolve 60% of requests promptly, ensuring no issues persist due to a lack of expertise. Our team’s technical skills are continually evolving through both daily work and dedicated development efforts. With an average of 11 tasks completed per day, our team demonstrates our efficiency and commitment to customer satisfaction.
Career Paths:
- IT Associate
- IT Support Consultant
- Sr IT Support Consultant
- IT Support Specialist
- Sr IT Support Specialist
Helping People Accomplish More
Take a look at the teams & culture that make up Miles IT!
our culture
Being an Inclusive, Welcoming Work Environment
At Miles IT, everyone matters and belongs.
We uplift diverse voices and celebrate people of all backgrounds and walks of life. Our team is dedicated to creating a caring environment where everyone feels seen, heard, and respected for who they are.
Our beliefs aren’t just words on a poster—we live them every day.
As a company, we’re committed to ongoing education and growth so our employees succeed and thrive. We strive to help people accomplish more through technology and believe that true innovation starts with an inclusive, caring work environment.
- We keep our people and their families top-of-mind. Flexible time policy, full suite of company benefits, and outings for teammates & families to enjoy together.
- We advocate for what we believe is right. Our team members are encouraged to speak up and share their perspectives—we believe that real impact comes from thoughtful listening and understanding.
- We champion continual development and growth. Through career development, Miles U sessions, and manager training, we ensure every team member has equal access to learning and leadership opportunities.
Traditional Benefits
These are for our full-time US employees. For position-specific information, check your job listing and location.
Medical, Dental, and Vision Insurance
Paid Time Off that Rolls Over Each Year
Tuition Assistance
Paid Holidays
Exciting Extras
On-Site Perks
Stocked Kitchen
Full of healthy breakfast and lunch items.
Jumbo Blocks
Build your own desk area how you like.
Outdoor Patio
Enjoy outdoor seating, grills, and a garden.
Employee Lounge
Includes massage chairs and our library.
Recreation Room
Ping pong, billiards, shuffleboard, and more!
Gym & Sports
Fully-equipped gym with basketball and racketball courts.
Perks for Everyone
Casual Dress Code
Whether in the office or at home, stay comfortable while you work.
Flexible Time Policy
Make time for yourself when you need it most with flexible hours and PTO.
Ongoing Training
Continue learning with MilesU and tuition reimbursement.
Career Planning
Work one-on-one with your manager to define your path.
Employee-Run Clubs
Join after-hour programs with your team.
Hardware Discounts
Use our discounts on hardware for your personal setup.
Our Miles Helps Initiative & Volunteer Time Off
Miles Helps Initiative
We believe helping people accomplish more is essential to the success and growth of our local communities. Miles Helps is designed to support the many charities our employees are passionate about through volunteer time-off, donations, and financial commitments.
Volunteer Time-Off
With Volunteer Time-Off, our team can volunteer their time without losing a day’s income. Employees can use this for any non-profit work, but we often choose to make it a team effort. We know we get more done together. We like to use that energy to help our community!
Hear From Us!
Hear from some of our Miles IT employees.