Information Technology Technical Support

Responsibilities

Provide IT support for all the employees.
Effectively collect information and understand the issues users are experiencing and perform diagnostic procedures to isolate and resolve the issues.
Interact with customers via chat, telephone, e-mail, and Slack to provide technical support.
Utilize all technical resources to solve customer problems.
Escalate or work in second and third Level appropriate support specialists or support groups on unresolved issues.
Maintains call records/logs and resolution detail utilizing case management solution, ServiceNow.
Effectively communicate both verbally and in writing with management to express ideas in order to make informed decisions.
Communicate and provide knowledge transfer to other agents/technicians on issues/problems and resolution.

Skills Required

Ability to elucidate technical concepts to non-technical users
Ability to support users at various levels of technical competency
Effectively manages difficult or volatile customer situations
Effectively perform problem isolation and resolution of critical systems in order to have the least amount of impact and downtime
Ability to schedule and prioritize
Able to read and understand technical manuals, procedural documentation, and OEM guides
Excellent interpersonal skills, written and verbal communication in English
Technical writing/documentation skills
Ability to assess, analyze and research technical situations and provide viable alternatives
Ability to learn new technologies and procedures quickly
Ability to communicate effectively with wide variety of users and other technical teams
Installation, configuration, and support of PC, Mac, Telephony, Mobile, and Voice & Video software.
Support and troubleshooting of Windows 11, MacOS, iOS, Android, MS Office 365
Ability to learn quickly and work in a fast-paced environment
Ability to follow a strict workflow process for QA and User Acceptance testing
Willingness to WFH and work different shifts as needed