ROLE SUMMARY

Provides advanced-level (Tier 2/Tier 3) support for complex hardware, software, and mobile device issues. Working directly with end-users both in-person and remotely, this role acts as the final point of escalation for the most challenging device-centric problems within the Service Desk. The Senior Specialist not only resolves advanced technical issues but also plays a key role in vendor negotiation, hardware lifecycle strategy, and implementing IT process improvements.

CORE RESPONSIBILITIES

• Advanced Technical Support & Escalation Handling: Diagnose and resolve complex, escalated hardware and software issues across physical workstations (Windows, macOS, Linux), virtual desktop environments (VDI), mobile devices, and associated peripherals. Act as the primary technical escalation point for junior team members.
• Vendor Negotiation & Asset Lifecycle Management: Negotiate pricing and SLAs with external vendors to coordinate hardware procurement and logistics. Oversee repair workflows with external service centers and strategically manage device depreciation and refresh cycles.
• Security & System Hardening: Champion organizational security standards by executing advanced workstation hardening procedures, remediating vulnerabilities, and supporting broader enterprise cybersecurity initiatives.
• System Maintenance & Root Cause Analysis: Proactively manage endpoint health, perform complex system upgrades, and conduct root-cause analysis on recurring issues to ensure long-term stability and security compliance.
• Technology Leadership & Continuous Improvement: Maintain advanced technical expertise in rapidly evolving endpoint technologies. Implement state-of-the-art solutions to streamline user workflows and automate IT processes.
• Cross-Functional Collaboration: Cultivate strategic partnerships across enterprise departments to optimize IT service delivery, manage VIP escalations seamlessly, and ensure clear communication during major incidents.
• Operational Excellence: Maintain consistent, reliable attendance and successfully execute additional strategic duties as assigned to support overarching business objectives.

Requirements

Education and Experience

• Higher National Diploma (NVQ Level 6) in Computer Science, Information Technology, or a related field.
• 3+ years of overall IT support experience, with at least 2 years in an advanced/senior technical support role within a corporate environment.
• Deep hands-on experience configuring, troubleshooting, and deploying client workstation hardware and software at scale.
• Advanced experience administering and supporting Windows and macOS environments, with a strong working knowledge of Linux operating systems.

Skills and Abilities

• Expert proficiency in installing, configuring, and troubleshooting complex PC software, hardware, and peripheral issues.
• Strong understanding of network topology (TCP/IP, DNS, DHCP, VPN, LAN/WAN) with the ability to accurately discern and troubleshoot complex integration and connectivity issues.
• Advanced proficiency with IT Service Management (ITSM) ticketing systems (e.g., ServiceNow, Jira) and Mobile Device Management (MDM) platforms (e.g., Intune, Hexnode).
• Exceptional customer service skills with the ability to de-escalate high-stress situations and provide white-glove support to executive/VIP users.
• Strong communication skills: written, verbal, and comprehension, with the ability to translate complex technical concepts to non-technical users.

Benefits

💰 Competitive salary package

🏠 Hybrid work model with flexibility to support your lifestyle

🏥 Comprehensive private health and life insurance coverage

💻 The latest tech equipment to support your productivity and creativity

🌍 A collaborative, inclusive, and international work environment

EEO / Accommodation

At Soundmouse, we are proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates—regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. If you require any accommodations during the application or interview process, please let us know. We’re here to ensure you have a comfortable and fair experience every step of the way.