Description

You provide front-line technical support across Tier 1, 2, and 3 requests.

Responsibilities

• Triage and diagnose incidents via ServiceNow, acting as the single point of contact for customer escalations.
• Manage a weekly volume of approximately 40-50 tickets, ensuring proactive customer notification within SLA guidelines.
• Coordinate with support specialists and third parties to resolve issues and provide regular status updates to users.
• Document all troubleshooting steps and actions taken to ensure timely incident closure in ticketing tools.
• Monitor incident status and escalate cases that exceed defined resolution timeframes.

Required Skills

• 2+ years of experience in technical support or a similar technical environment.
• Advanced knowledge of Windows and macOS, including laptop imaging, configuration, and hardware/software troubleshooting.
• Experience with Active Directory and PowerShell.
• Administration experience with Okta, ServiceNow, Slack, Office365, and Gsuite.
• Administration experience with Intune, JAMF, and Druva.
• Foundational networking knowledge.
• Strong analytical, documentation, and English verbal/written communication skills.
• Ability to manage tight deadlines and stressful situations.

Key Skills

Education

Any Graduate