Description

You will serve as the primary contact point for end users via email and web tickets.

Responsibilities

• Qualify and open tickets for event remediation.
• Troubleshoot issues before triaging them to the next level of support.
• Manage the ticket queue by providing regular updates and following up until closure.
• Create and maintain Knowledge Base articles and documentation.
• Train other engineers on technical processes and documentation.

Required Skills

• 5+ years of experience in help desk and call-taking profiles.
• Strong troubleshooting skills for hardware, software, peripherals, and various operating systems.
• Proficiency with Active Directory and O365 Administration via the Office365 Admin Console.
• Experience supporting Okta, Lotus Notes, Salesforce, and Minitab.
• Advanced troubleshooting for Microsoft Office Suite and Outlook email client issues.
• Technical knowledge of utility software, including antivirus.
• Strong written and oral English communication skills for documentation and user interaction.
• Ability to work rotational shifts.

Preferred Skills

• Understanding of internal and external email flow issues.
• Experience with remote troubleshooting.

Key Skills

Education

Any Graduate