Help Desk Support Agent.
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
Stay current with system information, changes and updates
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 inquires, 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 source
Accurately process and record call transactions using a computer and designated tracking software
Key Qualifications
Excellent written and oral English skills
Being capable to manage between 15-20 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 infrastructure
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 9 AM - 6 PM PST
Stability
Permanent Contract
