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Sr. Support Specialist

OtterBase - mn Madison, WI
  • Expired: over a month ago. Applications are no longer accepted.


  • Applies technical knowledge in areas of specialization to investigate, research, diagnose and resolve inbound technology-related issues for known and newly discovered issues
  • Researches and creates new knowledge to address issues discovered when working with the customer
  • Consults with and/or escalates to other IT Teams as appropriate
  • Provides remote customer service by responding to inbound and placing outbound phone calls and ensuring the highest level of customer service by following professional phone etiquette protocol and operating in a helpful and timely manner
  • Provides the customer with expert advice and best practices regarding problem resolution and product operation
  • Performs operational configuration changes for supported products as needed and expedites service requests as appropriate
  • Develops and maintains technical documentation for internal support, training, application/product modification and updates
  • Demonstrates technical proficiency in one or more of the supported areas and serves as a technical mentor within the department
  • Logs, tracks, and manages incident tickets from end users according to established guidelines
  • Collaborates with peers, management and business partners to define business and technical requirements on appropriate technology-related issues
  • Coordinates command center activities including event management, informational notification and phone system messages
  • Serves as a technical resource and collaboration and consultation point for less senior team members; recommends solutions based on best practices and experience
  • Maintains established service level agreements to manage customer expectations and quality standards; identifies opportunities for improvement
  • Performs task automation and implements process improvements;recommends enhancements that result in increased quality and service
  • Protects our customers, our employees, and our brands by incorporating security and compliance in all decisions and daily job responsibilities


  • Must be presently authorized to work in the U.S. without a requirement for work authorization sponsorship by our company for this position now or in the future
  • Must possess minimum of 3-5 years of relevant work experience
  • Must have at least 2+ experience in Desktop Support
  • Must have proven experience in ensuring high levels of in ensuring high levels of external and internal customer service
  • Must have displayed leadership and team centric skills and strong solution orientation
  • Must have excellent problem solving and analytical skills with the ability to isolate problems, collect data, establish facts and draw valid conclusions
  • Must have experience in administering MS Windows, Linux, Mac OS X, Office Suite, Google Suite in a business environment
  • Candidates must meet or exceed all minimum criteria above
  • Must be committed to incorporating security into all decisions and daily job responsibilities


  • Experience with Atlassian administration
  • Certifications with Microsoft, Linux, Etc
  • Experience with PowerShell
  • Familiarity with Microsoft Domain services
  • Asset tracking/management experience with more than 400 assets
  • Experience with automating rote tasks relating to applying OS images on new hardware, decommissioning old hardware, etc
  • Bachelor's degree in Computer Science, Computer Information Systems, Management Information Systems or related field preferred

OtterBase - mn

Why Work Here?

Direct hire role with a growing company in the North Loop of Minneapolis


Madison, WI