About this role
Role Overview
- First line of defense: answer phones, route calls, create tickets, work Tier 1 issues, escalate to Tier 2/3 when needed
- Provide first-call resolution via phone, chat, or ticketing system (password resets, troubleshooting PCs, mobile devices, printers, phones, user education)
- Document, track, and monitor problems to ensure timely resolution
- Learn new skills from Tier 2 teams, assist in projects, and write knowledge documents for training purposes
Requirements
- Excellent English skills, verbal and written
- Associate’s Degree in a technical field desired
- A+, technical certifications preferred
- Beginner-level IT support role; willingness to pursue certifications for career growth