Description

You will provide first-line technical support across infrastructure and applications.

Responsibilities

• Diagnose and resolve end-user issues via chat, phone, and email, meeting SLA targets.
• Triage incoming requests and incidents, assigning them to the correct support level.
• Log, validate, and troubleshoot user issues across various products and applications.
• Maintain and expand the service desk knowledgebase to prevent knowledge gaps.
• Escalate unresolved issues to appropriate support groups and document findings.

Required Skills

• 8+ years of experience in IT support or Help Desk roles.
• Proficiency with Service Desk tools, specifically SNOW.
• Working knowledge of Active Directory and Office365.
• Familiarity with core applications including Microsoft Excel and Microsoft Word.
• Experience handling technical support for L1 application issues.
• Understanding of Incident and Change Management processes.
• Basic technical understanding of both applications and infrastructure.
• Excellent oral and written communication skills.

Key Skills

Education

Any Gradute