Description

You will provide first and second-level technical support to end users via phone, email, and alerts.

Responsibilities

• Diagnose and resolve reported issues upon first contact or manage ongoing communication until closure.
• Monitor ticket queues to prioritize incidents and escalate issues to appropriate channels within SLA.
• Analyze ticket trends to identify recurring issues and suggest improvements for ticket reduction and resolution optimization.
• Create and maintain knowledge base articles following ITIL principles and best practices.
• Collaborate with engineers and support teams to participate in continuous process improvement.

Required Skills

• 3-5 years of experience in a corporate IT service desk environment.
• 5 years of experience with Microsoft Windows, Office Suite, and Active Directory.
• 5 years of experience with Office 365.
• 3 years of experience with ITIL processes and managing client SLAs.
• Bachelor’s Degree in Computer Science or a related field.
• Foundational networking knowledge including TCP/IP, DNS, routing, and subnetting.
• Strong communication skills for interacting with clients and executives.
• Proficiency in customer relationship management and building client rapport.

Key Skills

Education

Bachelor’s Degree in Computer Science