Description

Provide advanced technical support for hardware, software, and network systems in a 24/7/365 remote environment.

Responsibilities

• Resolve incidents and service requests via phone, email, chat, and ticketing systems.
• Research, analyze, and troubleshoot routine and non-routine technical problems.
• Document all issue details within an IT Service Management application using ITIL methodology.
• Escalate complex issues to the next level of support when necessary.
• Translate technical concepts into understandable terms for non-technical users.

Required Skills

• 5+ years of related experience in a Service Desk or call center environment.
• Advanced troubleshooting skills in Microsoft Windows, Office suite, O365, and desktop hardware/software.
• Experience managing voice and network connectivity, network printing, email, and smartphones.
• Proficiency with ServiceNow.
• Strong understanding of ITIL methodology and contact center workflows.
• Excellent verbal and written communication skills, including proficient typing and grammar.
• Ability to follow complex technical procedures and organize detailed documentation.
• Proven ability to work independently on routine and complex tasks.

Preferred Skills

• HDI Support Center Analyst certification.
• ITILv3 Foundation certification.
• CompTIA A+ certification.

Key Skills

Education

Any Graduate