Sur is looking for an IT Support Technician to serve as the first point of contact for our customers and internal users. In this role, you will build strong relationships and deliver an exceptional user experience by troubleshooting technical issues in our application hosting environment and coordinating with internal teams.

What You'll Do

Handle a high volume of support calls and monitor, triage, and troubleshoot incoming requests through ticket queues.
Provide technical phone support for users of our Workplace product and accurately log all interactions in the ticketing system.
Navigate technical documentation to follow appropriate troubleshooting steps for reported issues.
Monitor ticket queues to ensure SLA compliance and escalate when necessary.
Maintain clear and consistent documentation of incidents and resolution notes using Zendesk.
Deliver remote desktop support to both client and internal users.
Proactively identify emerging issues and act quickly to mitigate impact.
Notify management of trending technical problems and contribute ideas for process improvements.
Build effective cross-functional relationships to support escalation paths and end-user success.
Uphold a positive, professional atmosphere with both customers and colleagues.

What We're Looking For

2+ years of experience providing application and desktop support in a fast-paced environment.
C1 level English or equivalent proficiency.
Advanced troubleshooting skills for Windows 10/11, Mac OS, and the Microsoft Office suite (Outlook, Excel, Word, PowerPoint, Teams).
Proficiency with Microsoft native tools and utilities for resolving system issues.
Familiarity with mail flow, routing, and connectivity concepts in Microsoft Exchange and Office 365.
Experience with ticketing platforms such as Zendesk.
Ability to analyze, prioritize, and respond to support issues using sound judgment and technical reasoning.
Customer-first mindset with excellent multitasking and communication skills.
Willingness to learn new tools and technologies in a fast-evolving environment.
Cloud computing knowledge and general system administration experience.
Strong interpersonal skills with the ability to collaborate within a team and across departments.
Adaptability to shifting priorities and changing customer needs.
Motivation to contribute to a collaborative, mission-driven culture.