Provide remote support to end-users on a variety of issues
Resolve technical problems and respond to escalated incidents from Tier I Analysts and technical support from end-users
Report to the Service Delivery Team Lead
Assure handling of individual incidents from call-in through resolution, including 1st level security support
Respond to inquiries and service requests for assistance with the organizations computer system or PCs by Phone, Email and Chat queues and escalated issues from Tier 1
2nd level technical support for internal customers for Windows 11 and above, Microsoft Office 365 applications, and Microsoft Edge
Hardware/Software remote support by using remote control tools such as VPN connectivity and administration
Support for Network connectivity and Wireless connectivity for telecom, iPhone/iPad connectivity and synchronization for SAP, EDMS, Documentum, and other applications
Escalate 3rd level support to resolve incidents
Assist peers with troubleshooting, SD procedures
Tier 1 NOC Monitoring Tier 2 Application Support

Comprehensive Medical benefits which could include medical, dental, vision, prescription coverage and Health Savings Account (HSA) with employer contributions options
Wellness Programs designed to support employees in maintaining their health and well-being including Employee Assistance Program providing support for our employees and their household members
401(k) with Company Match Contributions to support employees' retirement
Paid Vacations and Company Holidays
Opportunities for Flexible Work Arrangements to promote work-life balance
Educational Reimbursement and Comprehensive Career Programs to help employees grow in their careers
Global Recognition and Service Programs to celebrate employee accomplishments and service
Employee Referral Program

Global Service Desk Analyst – Tier II

Key skills