Support Windows and MAC desktop and laptop computers via phone, chat, and email
General access and connectivity issues
Support and solve desktop application issues; elevate to Level 2 as needed
Basic administration of user accounts and groups
Take ownership of trouble tickets, working and tracking issues to resolution
Record detailed information into Service Desk ticketing system
Support for mobile devices such as iPhones, Blackberries, and Android phones
Occasionally act as a liaison between Partners/Clients and NOC team in India
Utilize support applications to ensure timely resolution of client issues.
Requirements
College or Technical Institute degree in Information Technology or other related discipline required. May be substituted by 2 or more years of experience in a Help Desk/Call Center environment.
1 to 2 years of experience in a Service or Help Desk Desk/Support Center environment
IT Certifications (Apple, Microsoft, CompTIA, ITIL, HDI etc.) preferred.
Preferred: Proficiency in Active Directory
Excellent knowledge of Windows operating systems, Apple operating systems
Proficient in Active Directory
Knowledge of network basics
Knowledge of VPN basics
Excellent communication, written and verbal are vital for communication via phone, chat, and email
Excellent customer service skills are vital
Customer service, especially with inbound phone contact
Excellent planning, organizing, problem solving, and time management skills