Description

You will provide technical support to users via voice, email, chat, and remote tools.

Responsibilities

• Diagnose and resolve incidents or escalate them to the correct assignment groups.
• Document all incidents in the tracker, ensuring proper categorization, priority, and lifecycle management.
• Monitor incident queues to ensure resolution within established Service Level Agreements.
• Manage outages by opening bridge calls and coordinating with resolver teams.
• Maintain a knowledge base of solutions for common technical issues.

Required Skills

• 5+ years of experience in IT support roles.
• Proficiency with Windows Desktop OS.
• Experience managing Active Directory and Exchange.
• Hands-on knowledge of O365 and laptop troubleshooting.
• Troubleshooting experience with Unix/Linux OS.
• Solid understanding of ITSM processes.
• Ability to work rotational night shifts, weekends, and on-call rotations.
• Strong communication and problem-solving skills.

Preferred Skills

• Familiarity with ServiceNow.
• ITSM certification.
• Certifications in Unix, Windows Server, or Networking.

Key Skills

Education

Any Graduate