This position is Remote. US-based applicants only.
- Diagnoses and troubleshoots end user desktop application issues and provides appropriate solution Compliance to Quality Assurance evaluation (Calls, chats, email, self-service interactions, and Tickets)
- Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management)
- Contact Handling calls, chats, and emails
- Provides timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction
- Proper Documentation of tickets
- Escalate complex tickets and ensure closure (follow up)
- Monitoring and following up on tickets in the ITSM platform
- Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support
- Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).
Level of Formal Education: Associates degree preferred, or technical training
Area of Study: Technical Training, IT, Other relevant fields
Years of Experience: 1-2 years
Type of Experience: • Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required.
- Experience with multi-platform Windows O/S required
- IT Service desk / Call Center environment experience
- Experience using ITSM Ticketing tools (e.g., Service Now, Remedy) to manage and track incidents preferred
- Active Directory and Exchange experience preferred
Special Certifications: A+ certification preferred.
Language Skills: Written and oral English
Technical Competencies: SME for Account (training)
- Access Management Proficiency
- Process improver, game changer, proactive demonstrated through stretch projects based on ITIL, A+, and other methodologies
- Networking, basic connection, wifi, vpn, lan, hotspot troubleshooting
- Telecom VOIP basic understanding
- Basic knowledge of Access Management: active directory, power shell, jump server
- Basic PC hardware knowledge
- Ability to type while in involved in a conversation, at least 30 WPM