Level 1/2 Help Desk / Managed Service Technician

 Remote
Career growth opportunity for a customer support analyst with strong technical, analytical, problem-solving, consultative, and presentation skills.

Job Description

  • Deliver service and support to end-users via remote sessions, phone calls and responding to tickets
  • Proactively monitor and respond to events, error conditions and threshold events in network monitoring system and processing events
  • Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
  • Follow standard processes and procedures identified during training sessions
  • Identify and escalate priority issues per Client specifications
  • Redirect problems to appropriate resource
  • Accurately process and record call transactions using a computer and designated tracking software
  • Stay current with system information, changes, and updates
Task Oriented
Personal Evolution
Autonomy
Administrative Work

            Key Qualifications

              • Excellent written and oral English skills

              • Being capable to manage between 20-30 tickets per shift. This ranges from simple quick password resets, to remote sessions and screen shares to troubleshooting complex issues

              • Working knowledge of Microsoft Office (MS Work, Excel etc), Adobe PDF, Office 365 Admin, Google Workspace, Microsoft Servers (i.e. domain controllers etc) and other basic business productivity software

              • Network, Application and Infrastructure Support

              • Manage client servers and back up devices

              • Solid working understanding of Printers

              • Properly document IT issues as well as their resolution steps

            Candidate's Profile

              • Previous industry experience in 24 x 7 Network Operation Center or call Center

              • Someone who is flexible and proactive

              • Creative mindset, problem solver, service oriented and self-learning skills    

              • Innovative attitude, stress resistant, team player, flexible

              • Great organizational and interpersonal skills

            Core Competencies

          • Curate guides specific for clients infrastructur

             
          • Must be reliable and dependable, self-motivated and demonstrate a willingness to learn

          • Basic understanding of Macs

          • Understanding of IT system fundamentals and system management tasks

             
          • Basic knowledge of networking principles and operating systems

             Ability to clearly document and articulate technical issues in English
          • Ability to work closely with peers and other teams
          •  

            What We Offer:

            Team Excellence

            Work alongside & learn from best-in-class talent!


            Career Growth

            Opportunities for career advancement and skill development.

            Fixed Hours

            Work during Pacific time zone 8AM-5PM PST

            Stability 

            Permanent Contract