2+ years Help Desk / System Administration / Call Center experience highly desired.
Incident & Ticket Management experience with ticketing/call-tracking tools, preferably ServiceNow.
Network Monitoring & Troubleshooting monitor network issues/outages using tools such as SolarWinds/SquaredUp, perform Level 1 diagnosis, and escalate.
End-User Support & Escalation troubleshoot user issues, prioritize incidents, create tickets, and escalate to Tier 2 engineers/vendors when needed.
Excellent Communication & Customer Service strong written/verbal communication, phone etiquette, ability to support users with different IT skill levels, and work independently during after-hours/weekends.

Help Desk

Key skills