We are looking for an IT Technical Support Engineer to be part of the Corporate IT team in the USA. You will work in an exciting and extremely fast / paced environment.
You should have strong written and verbal communication, solid hardware / software troubleshooting skills for common desktop / laptop issues, IT infrastructure, and a customer-focused mentality.
Our overall goal is to provide a world-class customer support experience that is hyper-focused on efficiency.
Key responsibilities :
- Front-line support for Tier 1,2 and 3 requests
- Ticket triage and acts as a single point of contact for customers on escalations to the appropriate level
- Performing initial triage, diagnosis, and troubleshooting; Proactively notifying customers of all incidents within SLA guidelines Remotely resolving incidents within their capability and implementing known solutions to known issues
- Responsible for working with other support specialists to coordinate and quickly resolve customer issues; Providing regular updates to customers as efforts for resolution progress
- Responsible for escalating issues to third parties and higher technical and managerial support in accordance with expected service levels
- Documenting all actions taken to resolve incidents in ticketing tools; Ensuring the correct and timely closure and completion of all incidents in ticketing tools
- Monitors incident status and escalates cases that are not resolved in a specific time frame
- Other duties as assigned by management
Ideal candidates should have :
- Relevant work experience 2+ years in technical support or a similar technical environment
- High level of understanding and experience with information technology
- Ability to communicate effectively with all levels of employees / management
- Must have a high technical aptitude, be highly motivated, and be ready for a challenge
- Strong communication, documentation, and analytical skills
- The ability to handle stressful situations and tight deadlines in a fast-paced environment
- Excellent English language verbal and written communication skills.
- High level of Windows and MacOS knowledge laptop imaging and configuration, hardware and software issues troubleshooting skills.
- Active directory and PowerShell knowledge
- Okta, ServiceNow, Slack, Office365, Gsuite administration
- Intune, JAMF, Druva administration
- Basic networking knowledge
It’s good to have :
- General knowledge of remote support technologies and strategies
- Knowledge of service management tools for tracking ticket
- Knowledge of virtualization technologies
- Jira and Confluence administration
- CompTIA Network+, MCSA, CCNA Routing & Switching
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