Key responsibilities include troubleshooting complex technical issues, mentoring junior team members, streamlining processes, and ensuring quality assurance in IT support.
about true
True is a global platform of companies that optimizes value creation. As one of the fastest-growing organizations in the talent advisory space, True places executive talent, assesses business leaders, creates diverse and inclusive networks, and uses innovative technology to advance executive talent priorities. Our clients include innovative growth brands backed by leading venture capital and private equity firms as well as established public and private organizations.
With offices in North America, EMEA, & APAC, our team of industry and functional experts leverage their deep networks to connect companies with leading talent to transform businesses and industries. True was recognized as a 2022 best workplace by Inc. Magazine for the 3rd year and is North America’s sixth largest firm in the industry according to the recently published Hunt Scanlon annual ranking.
True was founded on the belief that doing good is the pathway to doing well. Our growth and success are a by-product of our values—treating people right, listening to new ideas and keeping culture at the heart of our business.
about the role
- This role reports directly to the Sr. Director of IT and is a Mid Level role
- This individual will play a key role in providing support and troubleshooting to internal and external stakeholders in a fast-paced environment
- This role will assist in mentoring and training junior team members on escalations, process improvement, and procedures
- This individual will handle complex technical issues, streamlining processes and delivering exceptional customer service
what you’ll do
- Diagnose and troubleshoot issues to provide advanced technical solutions, guidance and assistance to resolve complex technical issues
- Collaborate with other departments and stakeholders for product development, troubleshooting, new implementations and quality assurance
- Communicate effectively with internal and external stakeholders to find the best resolutions
- Support projects within product development and escalate all critical issues to management
- Monitor and analyze IT tickets, resolution times, and internal feedback to ensure quality assurance
- Respond to tickets in the queue in a timely manner and escalate if needed
- Train and mentor more junior members of the team
- Identify key areas of improvement in workflows and propose solutions
- Recommend new solutions based on data, and create new support procedures to streamline the team
- Document and share solutions, FAQs, and best practices to internal stakeholders and team members
- Identify gaps in IT procedures and systems by analyzing data, metrics, and current procedures across the firm
who you are
- Bachelor's degree or equivalent experience in IT, Business, or a related field
- 3-5 years of experience in a support, technical, or customer service role
- Proficient in troubleshooting, ticketing systems, system vendors
- Strong sense of customer service
- Project Management
- Self-starter and growth-based mindset toward self-improvement
- Experience in giving and receiving constructive feedback
- Strong attention to detail and analytical skills
- Ability to be flexible and easily adaptable to changing conditions
- Strong written and oral communication
- Ability to work well in high pressure situations to meet deadlines
- High energy, high ownership, and a strong balance between team working and ability to work independently to drive results
Preferred Qualifications
- Experience mentoring or leading teams remotely
- Certifications such as CompTIA A+, Cisco Certified Network Associate (CCNA), Apple Certified Support Professional (ACSP) a plus
- Experience supporting software products, SaaS platforms, or technical environments
- Strong experience working with Salesforce, Conga, and/or Domo
- Strong experience working with Apple products and Google Applications
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
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