Description

You will provide technical support and incident management within a global environment.

Responsibilities

• Handle end-user calls, service requests, and application break/fix issues.
• Manage critical incidents with urgency to ensure quality service delivery.
• Resolve issues related to VDI, AD, O365, VPN, OneDrive, and user authentication.
• Execute user device management tasks and troubleshooting.
• Operate within rotational shifts and rotational week offs.

Required Skills

• 5+ years of professional experience.
• Hands-on experience with ITSM and ServiceNow (SNOW).
• Proficiency with VDI, Active Directory (AD), and O365.
• Experience managing VPN, OneDrive, and authentication issues.
• Experience using RDP tools such as Bomgar.
• Strong verbal and written communication skills with professional email etiquette.
• Bachelor's degree.

Preferred Skills

• Knowledge of ITIL best practices regarding Service Desk, Incident, and Request Management.
• Experience working in a global technical support environment.

Key Skills

Education

Bachelor's degree