Position Overview
We are seeking a Virtual Genius Bar Phone Support Technician to provide high-touch remote technical support to employees, executives, business partners, and VIP users. This role serves as a critical point of contact for resolving technical incidents, fulfilling service requests, and delivering an exceptional customer experience across multiple technology platforms.
The ideal candidate combines strong technical troubleshooting abilities with outstanding communication and customer service skills. You will support users through phone, Microsoft Teams, email, and remote support channels while helping drive technology adoption, improve user productivity, and ensure service requests are resolved within established service levels.
Key Responsibilities
• Deliver first contact technical support through phone, Microsoft Teams, email, and remote support tools
• Troubleshoot and resolve issues involving Windows 11, Microsoft 365, Teams, mobile devices, cloud services, hardware, software, and network connectivity
• Provide white glove support for executive and VIP users while maintaining a professional and customer focused experience
• Fulfill service requests including password resets, account provisioning, access requests, software installation, and mobile device support
• Document incidents, resolutions, and service requests within ServiceNow and maintain accurate support records
• Partner with infrastructure, security, engineering, site services, and service desk teams to resolve complex technical issues
• Create and contribute to knowledge articles, troubleshooting guides, and standard operating procedures
• Identify recurring issues and support continuous service improvement initiatives
Key Requirements
• 2+ years of experience in IT support, service desk, help desk, desktop support, or technical support roles
• Strong hands on experience supporting Windows 11 and Microsoft 365 applications including Outlook, Teams, OneDrive, and Office
• Experience troubleshooting hardware, software, operating system, application, and connectivity issues in an enterprise environment
• Knowledge of mobile device support for iOS and Android platforms
• Experience with ServiceNow or similar IT Service Management platforms
• Understanding of user administration, VPN connectivity, WiFi, remote access, and basic networking concepts
• Strong verbal and written communication skills with the ability to explain technical concepts to nontechnical users
• Exceptional customer service skills with the ability to remain calm, organized, and professional in high pressure situations
Preferred Qualifications
• Associate degree or equivalent technical training
• Experience supporting executive and VIP users
• Experience supporting Microsoft Teams Voice
• Familiarity with Intune and modern endpoint management technologies
• Experience using enterprise remote support tools
• Knowledge of ITIL based support processes and IT service management best practices
Why Join This Opportunity
• Support a modern enterprise technology environment
• Work directly with executive leadership and key business stakeholders
• Develop expertise across Microsoft technologies, mobility, collaboration, and endpoint support
• Join a collaborative team focused on service excellence and continuous improvement
• Gain exposure to enterprise scale IT operations and support initiatives
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