Description

You handle first-level technical support for the US client.

Responsibilities

• Respond to calls, email, and instant messages, creating and managing tickets in the Incident Management System.
• Diagnose and resolve user problems, including recognizing, researching, isolating, and resolving issues.
• Provide remote desktop support and route escalated issues to 2nd level IT support.
• Manage user account provisioning, including password resets, account unlocks, and access management.
• Document solutions and create knowledge base articles based on resolved issues.

Required Skills

• 5+ years of phone/customer support experience.
• 5+ years of Windows technical service desk experience.
• Proficiency with Windows 11 and basic Windows Server knowledge.
• Familiarity with AD, VMWare, Exchange, MECM, and SCOM.
• Experience with ITSM tools such as ServiceNow or Ivanti.
• Knowledge of TCP/IP and VPN.
• Experience supporting desktops, laptops, and peripherals.
• Ability to install and configure banking-approved software.
• Strong understanding of data privacy and cybersecurity best practices.

Key Skills

Education

Bachelor’s degree