Job
Description
In this role, a typical day will look like: Provide remote technical support and assistance to end-users, addressing basic software and account related issues like password troubleshooting, bit locker recovery, and O365 tools. Respond to incoming support requests via various channels (phone, email, chat), ensuring timely and accurate resolution that align with SLAs and KPIs. Troubleshoot and diagnose technical issues reported by end-users, utilizing remote tools and diagnostic techniques. Escalate complex or unresolved issues to appropriate support teams or senior analysts for further investigation and resolution. Follow standard operating procedures to assist with IT account provisioning and deprovisioning. Maintain thorough and accurate records of support interactions, actions taken, and resolutions provided. Provide clear and concise instructions to end-users regarding system usage, troubleshooting steps, and preventive measures. Contribute to the knowledge base by creating and updating support articles, guides, and FAQs. Stay updated with the organizations IT policies, procedures, and technologies to ensure accurate and effective support delivery. The essential requirements of the job include: Strong knowledge of IT fundamentals, including hardware, operating systems (MAC, Windows 10, 11), networking, and productivity software such as PDF software, Office 365. Proficiency in troubleshooting common desktop, laptop, and mobile device issues. Familiarity with remote support tools and technologies. Active Directory User Administration. Excellent communication skills, both verbal and written, with the ability to communicate technical information effectively to non-technical users. Customer-centric approach with a passion for delivering exceptional customer service. Strong problem-solving and analytical skills, with the ability to multi-task and quickly diagnose and resolve technical issues. Ability to work independently and collaboratively in a fast-paced and dynamic environment. Experience working with IT Service Management practices (e.g. Incident/problem/change management, etc.) using enterprise ticketing systems and tools. Flexible to work in different shifts to provide 24/7 support.
