Descripción de la Oferta

Amazing benefits we've got for you:
Career Path
Life and Medical Insurance*
Office Schedules (weekends off)*
Competitive salaries
Benefits by law
Hiring Bonus*

GENERAL DESCRIPTION OF POSITION
We are seeking someone who is not afraid to think outside the box, take initiative, and bring new, transformative ideas to the table. The ideal candidate will not be deterred by obstacles but will see them as opportunities to learn and grow. A tireless work ethic, relentless curiosity, and a desire to impact are key traits that will make you a successful member of our team.

Your priority will be to handle all incoming calls and support issues via phone, email, and alert board. You will dispatch tickets to and provide our clients with top-tier technical support.

ESSENTIAL DUTIES AND RESPONSIBILITIES
Provide a first point of contact for customers through our helpdesk, be that via phone, email, or ticket.
Provide the Client with basic remote troubleshooting.
Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
Managing and recording all work through our Ticketing System.
Make sure that Client Documentation is well-maintained.
Split tickets that have several issues into their own individual ticket.
From time to time the project’s team will need additional resources to help deliver projects remotely.
Escalate tickets that require Senior Helpdesk Engineer support.
Communicate to the client the status of their ticket every step of the way and notify them of any changes or outages related to their issue.
Submit Timesheets and expense reports as indicated on their SOPs.
Identify, Communicate, and Mitigate potential risks to the Service Manager and Clients.
Follow the schedule provided by the Service Manager or Service Lead
Follow Standard Operating Procedures (SOPs) for daily/weekly recurring tasks.
Follow all our Security Procedures and Keep a Vigilant Eye for Security Issues
Identify opportunities for improvement and make constructive suggestions for change.
Contribute to the process of innovative change effectively.
Undertake other duties as required by the Service Manager or Service Lead

REQUIREMENTS
Excellent English communication skills both written and verbal (85%)
Experience working as a Tech Support or Help Desk for a minimum of a year.
Studies in computing sciences, Systems Engineering, or any similar. (GRADUATED DESIRABLE)
Basic technical skills required include desktop support, Windows Server, and Office 365 administration.
Knowledge of IT Applications, Software & Hardware
The ability to keep up with & and adapt to the fast-paced IT world.

QUALIFICATIONS
Proven ability to function in a self-directed environment.
Attention to detail, creative thinking, problem-solving, and the willingness to go above and beyond when needed.
A love of (and ability to) Solve Problems and challenges
Great Communication skills, founded in being a good listener.
A deep desire to deliver an amazing Client Experience

Experiencia Requerida

Educación Superior

Educación Secundaria

Lenguajes