Job Summary:
The Senior Technical Support Specialist is a pivotal role responsible for delivering advanced technical support (L2 & L3), managing IT assets, and driving strategic initiatives to enhance IT operations. The role combines hands-on troubleshooting with strategic contributions in areas such as IT asset lifecycle management, SaaS platform optimization, vendor relations, policy development, security compliance, and process automation. This role also collaborates with Cybersecurity, Compliance (QCRM), HR, Finance, and Legal teams, and provides mentorship to junior IT staff.
About the Role
The Senior Technical Support Specialist is responsible for delivering advanced technical support, managing IT assets, and driving strategic initiatives to enhance IT operations.
Responsibilities
IT Operations & Service Management
Manage IT support operations for a primarily remote, global workforce spanning multiple time zones.
Analyze IT support requests and trends to identify opportunities for process improvements and automation to enhance operational efficiency and employee experience.
Support the deployment, optimization, and maintenance of IT tools and SaaS platforms essential for payroll, HR, and finance operations.
Collaborate with HR, Payroll, Legal, Finance, and Security teams to align IT services with organizational needs and compliance requirements.
Advanced Technical Support (L2 & L3)
Act as an escalation point for complex technical issues, including hardware, software, SaaS, and network-related incidents.
Proactively identify and remediate system vulnerabilities, working closely with IT Security to protect sensitive payroll and employee data.
Manage and resolve high-priority incidents, minimizing disruption to global operations.
Strategic IT Procurement & Vendor Management
Develop and oversee cost-effective IT procurement strategies, covering hardware, software, and SaaS platforms.
Manage vendor relationships, negotiate contracts, and ensure compliance with
📌 Technical Support Specialist (India)
🏢 Mercans
📍 India