Description

You will act as the primary point of contact for Tier 1 technical support and end-user assistance.

Responsibilities

• Provide first-level technical support for all IT-related issues via phone, email, and chat.
• Research, resolve, and document trouble tickets with clear, concise explanations.
• Determine ticket scope and escalate issues to the appropriate departments or supervisors to minimize production impact.
• Maintain professional relationships with customers and team members to ensure quality service.
• Work rotational shifts on a 24/7/365 schedule.

Required Skills

• Minimum 2 years of experience in a technical support role.
• Proven ability to troubleshoot laptops, desktops, and peripherals.
• Experience using remote desktop tools for troubleshooting.
• Strong communication and customer service skills.
• Ability to manage support requests via voice, email, and chat.
• Associate degree in information technology or equivalent related work experience.

Preferred Skills

• MCP, HDI, or A+ certifications.
• Proficiency in MS FIM.
• Proficiency in Altris software deployment.

Key Skills

Education

Any Graduate