Level 1/2 Help Desk / Managed Service Technician
Remote
Career growth opportunity for a help desk technical support analyst with strong technical, analytical, problem-solving, consultative, and presentation skills. You will be helping business customers with all of their technology related inquires ranging from adding new computers to a domain to fixing printer / scanner issues to help with email clients to troubleshooting connectivity issues.
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
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
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 10AM - 7PM PST
Stability
Permanent Contract