About opportunity

Main responsibilities and key activities:

• Provide remote technical support and assistance to end-users, addressing basic software and account related issues like password troubleshooting, bit locker recovery, and O365 tools.
• Respond to incoming support requests via various channels (phone, email, chat), ensuring timely and accurate resolution that align with SLAs and KPIs.
• Troubleshoot and diagnose technical issues reported by end-users, utilizing remote tools and diagnostic techniques.
• Escalate complex or unresolved issues to appropriate support teams or senior analysts for further investigation and resolution.
• Follow standard operating procedures to assist with IT account provisioning and deprovisioning. Maintain thorough and accurate records of support interactions, actions taken, and resolutions provided.
• Provide clear and concise instructions to end-users regarding system usage, troubleshooting steps, and preventive measures.
• Contribute to the knowledge base by creating and updating support articles, guides, and FAQs.
• Stay updated with the organization's IT policies, procedures, and technologies to ensure accurate and effective support delivery.

WE ARE LOOKING FOR A PROFESSIONAL WHO HAS:

• Strong knowledge of IT fundamentals, including hardware, operating systems (MAC, Windows 10, 11), networking, and productivity software such as PDF software, Office 365.
• Proficiency in troubleshooting common desktop, laptop, and mobile device issues.
• Familiarity with remote support tools and technologies.
• Active Directory User Administration.
• Excellent communication skills, both verbal and written, with the ability to communicate technical information effectively to non-technical users.
• Customer-centric approach with a passion for delivering exceptional customer service.
• Strong problem-solving and analytical skills, with the ability to multi-task and quickly diagnose and resolve technical issues.
• Ability to work independently and collaboratively in a fast-paced and dynamic environment.
• Experience working with IT Service Management practices (e.g. Incident/problem/change management, etc.) using enterprise ticketing systems and tools.
• Flexible to work in different shifts to provide 24/7 support.