Description

You will act as the first point of contact for clients requiring Tier 1 technical assistance in a remote environment.

Responsibilities

• Respond to service desk tickets, live chats, and email inquiries to resolve hardware, software, and networking issues.
• Troubleshoot Level 1 problems involving Windows, macOS, Office 365, VPNs, printers, and basic networking.
• Manage user account creation, password resets, and software installations.
• Document all incidents, solutions, and escalations within the help desk ticketing system.
• Escalate complex technical cases to Tier 2 or Tier 3 support teams.
• Monitor system alerts and support queues while following standard operating procedures and SLAs.

Required Skills

• 1 year of IT help desk or technical support experience.
• Working knowledge of Microsoft 365 and Cloud Services.
• Proficiency with Windows 10/11 and macOS.
• Experience using help desk ticketing systems such as Freshservice, Zendesk, or ServiceNow.
• Familiarity with remote desktop tools like AnyDesk, TeamViewer, ConnectWise, or RDP.
• Ability to communicate technical information clearly to non-technical users.
• Strong troubleshooting and problem-solving skills.

Key Skills

Education

Not specified