Support Center Specialist

Summary: Calance is a global IT Services firm specializing in end-to-end solutions. The Support Center Specialist supports a Managed Service Provider environment by delivering high-quality technical support across multiple client organizations, focusing on incident resolution and client communication. Responsibilities: - Provide technical support to multiple client environments via phone, email, remote tools, and ticketing systems - Diagnosing and resolving incidents and service requests, including moderately complex issues related to: - Desktop and laptop systems (Windows environments) - Microsoft 365 and business productivity tools - User access, permissions, and authentication - Network connectivity and VPNs - Triage and prioritize tickets based on urgency, business impact, and contractual SLAs - Resolve issues efficiently while maintaining high standards for ticket documentation and client communication - Escalate advanced or infrastructure-level issues to Tier 2/Tier 3 teams with clear troubleshooting notes and root-cause indicators - Manage the full ticket lifecycle from intake through resolution, including follow-ups and client confirmation - Contribute knowledge base articles and help identify recurring issues and improvement opportunities - Perform other duties as assigned by management Required Qualifications: - Strong working knowledge of Windows 10/11 troubleshooting, endpoint configuration, and common desktop/laptop issues - Proficiency supporting Microsoft 365/Google Workspace applications - Experience supporting desktop hardware, peripherals, printers, and mobile devices in a multi-client environment - Knowledge of identity and access management, including password resets, group membership, MFA troubleshooting, and permissions - Familiarity with Active Directory and/or Azure AD, including user and group administration - Foundational understanding of networking concepts such as TCP/IP, DNS, DHCP, VPNs, and wired/wireless connectivity - Experience using PSA/ITSM tools in an SLA-driven service desk environment - Familiarity with RMM and remote support tools, including alert triage and basic proactive remediation - Basic understanding of endpoint security and authentication, including antivirus/EDR alerts and conditional access concepts - Ability to independently resolve moderately complex technical issues - Excellent verbal and written communication skills - Strong time management and organizational abilities - Customer-first mindset with the ability to context-switch across multiple clients and technologies - Detail-oriented approach to documentation and process adherence - Positive attitude and collaborative team approach - Associate or bachelor's degree in information technology or a related field, or equivalent hands-on experience - 1–3 years of experience in one or more of the following: MSP service desk environment, Multi-user IT support environment Preferred Qualifications: - MSP service desk environment - CompTIA A+ certification - Additional IT certifications are a plus Required Skills: Windows 10/11 troubleshooting, Microsoft 365 support, Active Directory Important Skills: Networking concepts, PSA/ITSM tools, CompTIA A+ certification Nice-to-Have Skills: communication, Time management, Customer-first mindset, Detail-oriented, Positive attitude Benefits: We also provide H1B work permits and permanent residency sponsorship., Generous compensation, Benefits package, H1B work permits, Permanent residency sponsorship