Description

You provide first-level technical support for US-based clients, managing incidents from initial contact through resolution or escalation.

This role is on-site.

Responsibilities

• Respond to support requests via phone, email, and instant messaging, creating and managing tickets in the Incident Management System.
• Diagnose and resolve user issues by recognizing, researching, isolating, and fixing problems.
• 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 and customer support experience.
• 5+ years of Windows technical service desk experience.
• Proficiency with Windows 11 and basic Windows Server knowledge.
• Familiarity with Active Directory, VMware, Exchange, MECM, and SCOM.
• Experience with ITSM tools such as ServiceNow or Ivanti.
• Knowledge of TCP/IP and VPN protocols.
• Experience supporting desktops, laptops, and peripherals.
• Ability to install and configure banking-approved software.
• Strong understanding of data privacy and cybersecurity best practices.

Preferred Skills

• Bachelor’s degree in a related field.
• Experience with Jira and Microsoft Office.

Key Skills

Education

Bachelor’s degree