Description

You will provide Level 1 and L1.5 technical support via phone, chat, email, and self-service tickets for global clients.

This role is on-site.

Responsibilities

• Triage and resolve incidents including password resets, account unlocks, and hardware/software issues.
• Deliver first-level resolution for applications like MS Office, Citrix, VPN, SCCM, and Amazon Workspaces.
• Manage ServiceNow tickets, ensuring strict adherence to SLAs for response, resolution, AHT, and CSAT.
• Document solutions by building or flagging knowledge articles for standard operating procedures.
• Provide remote support and explain technical solutions clearly to non-technical users.

Required Skills

• 1-5 years of experience in IT Technical Support or Service Desk operations.
• Hands-on proficiency with ServiceNow or similar ITSM tools (Remedy, etc.).
• Strong troubleshooting skills for Windows, iOS, iPadOS, and Android operating systems.
• Basic understanding of networking concepts including DHCP, DNS, IP addressing, sub-netting, and Wi-Fi/Ethernet configuration.
• Experience supporting enterprise tools: MS Office, Citrix, VPN, SCCM.
• Excellent written and verbal communication skills.
• Bachelor's degree in Computer Science or IT Diploma.

Preferred Skills

• Basic troubleshooting skills for macOS.
• Experience supporting multiple Lines of Business (LOBs).

Key Skills

Education

Bachelor's degree