Description

You will lead the delivery of technical support for internal employees, ensuring all service requests and incidents are resolved within designated timeframes and SLAs.

Responsibilities

• Deliver high-quality technical assistance for products, services, and related software.
• Manage incident, problem, and request resolution following ITIL processes and corporate standards.
• Identify, reproduce, and resolve technical problems within your specialty area.
• Troubleshoot end-user PC hardware, software, and connectivity issues.

Required Skills

• 5+ years of experience in Help Desk, Call Center, or Technical Support environments.
• Proficiency with the latest Microsoft Windows Operating Systems and Microsoft Office products.
• Hands-on experience with ServiceNow or similar ticketing systems.
• Technical knowledge of TCP/IP and network hardware including routers, switches, and hubs.
• Experience managing remote connectivity via VPN and VDI.
• Proficiency with remote assistance tools such as Webex/PC Assist.
• Ability to troubleshoot home networks and Wi-Fi connectivity.
• Experience with Windows naming conventions, including file, directory, and path structures.
• Bachelor's degree is required.

Preferred Skills

• Experience with Active Directory or IBM RACF security administration.
• Knowledge of employee lifecycle management, including additions, transfers, and deletions.
• Experience creating security groups and managing server security access.
• ITIL framework certification.
• Experience resolving mainframe issues.

Key Skills

Education

Any Graduate