Support Specialist, ESD

The XTIUM global team is composed of diverse and talented professionals united by a commitment to excellence and continuous improvement. We embrace challenges, maintain open communication, and collaborate closely to achieve our goals. Each team member takes ownership of their work, focuses on learning and growth, and holds themselves accountable to colleagues and customers alike. At XTIUM, we don’t just build IT solutions—we build careers. Our culture empowers individuals to perform at their best while making a meaningful impact. You will have opportunities to engage with leadership, tackle challenges, and celebrate success in a fast-paced, dynamic environment. If you are passionate, driven, and eager to grow, XTIUM is where your potential meets opportunity.

Key Responsibilities
- Provide first-line technical support to end users via phone, email, chat, and self-service portals.
- Diagnose and resolve issues related to desktops, laptops, printers, peripherals, and common software applications.
- Assist users with password resets, account unlocks, and access requests.
- Deliver remote assistance as needed.
- Troubleshoot network connectivity problems, including internet access and VPN connections.
- Document and track incidents and requests using the ServiceNow ITSM ticketing system.
- Escalate complex issues to higher-level support teams when necessary.
- Adhere to service level agreements (SLAs) and meet established performance targets.
- Utilize and contribute to the internal knowledge base to improve issue resolution efficiency.
- Drive customer satisfaction through proactive communication and first-call resolution.
- Provide exceptional customer service by demonstrating empathy, patience, and a positive attitude.
- Communicate technical information clearly and concisely to ensure clients understand resolutions or next steps.

Required Qualifications
- Minimum of 2 years’ experience in a service desk role within a Managed Service Provider (MSP) environment.
- Excellent verbal and written communication skills.
- Strong interpersonal skills and a customer-centric approach focused on service excellence.
- Proven problem-solving and analytical abilities.
- Ability to work effectively under pressure and manage multiple priorities.
- Experience in incident and request management.
- Collaborative team player mindset.
- Proficiency with Windows OS, Office 365, Azure AD, Active Directory, and Exchange/Office 365.
- Familiarity with IT Service Management concepts and practices; strong ITIL knowledge or certification preferred.
- Experience using ServiceNow ticketing system and remote assistance tools.
- Excellent time management skills.
- Bachelor’s degree or equivalent in Computer Science, Information Systems, or related field.
- Willingness to work 1st, 2nd, or 3rd shift in a 24/7 support environment.

Preferred Qualifications and Benefits
- Technical certifications such as CompTIA A+, MCSE are advantageous.
- Knowledge of MAC OS is a plus but not required.
- Opportunity to participate in ongoing training and development initiatives to enhance technical skills and customer service capabilities.
- Be part of a forward-thinking team that is redefining the Enterprise Service Desk experience with a focus on premium, customer-centric service.
- Work within a global, collaborative environment that values continuous improvement and innovation.

Joining XTIUM means becoming part of a team that pushes boundaries to transform the digital experience for end users, delivering seamless issue resolution and fostering a hospitality-focused customer experience. If you are passionate about technology and customer service, and ready to contribute to a high-performing, dynamic team, this role offers a rewarding career path and the chance to make a real impact.