Required :
Compensation: 30-39.46 hourly
Key Responsibilities
• Front-line support for Tier 1,2 and 3 requests
• Ticket (Service Now) triage and acts as a single point of contact for customers on escalations to the appropriate level
• Performing initial triage, diagnosis, and troubleshooting; Proactively notifying customers of all incidents within SLA guidelines. Approximately 40 -50 tickets per week.
• Responsible for working with other support specialists to coordinate and quickly resolve customer issues; Providing regular updates to customers as efforts for resolution progress
• Responsible for escalating issues to third parties and higher technical and managerial support in accordance with expected service levels
• Documenting all actions taken to resolve incidents in ticketing tools; Ensuring the correct and timely closure and completion of all incidents in ticketing tools
• Monitors incident status and escalates cases that are not resolved in a specific time frame
Ideal candidates should have:
• Relevant work experience 2 years in technical support or a similar technical environment
• High level of understanding and experience with information technology
• Ability to communicate effectively with all levels of employees/management
• Must have a high technical aptitude, be highly motivated, and be ready for a challenge
• Strong communication, documentation, and analytical skills
• The ability to handle stressful situations and tight deadlines in a fast-paced environment
• Excellent English language verbal and written communication skills.
• High level of Windows and MacOS knowledge - laptop imaging and configuration, hardware and software issues troubleshooting skills.
• Active directory and PowerShell knowledge
• Okta, ServiceNow, Slack, Office365, Gsuite administration
• Intune, JAMF, Druva administration
• Basic networking knowledge
Any Graduate