Job Overview
This role involves providing expert technical support for internal teams in a fast-paced environment.
The primary focus is on general IT support, encompassing physical and remote troubleshooting procedures to resolve complex technical problems related to computer hardware, software, audio/video components, and network connectivity.
Key responsibilities include maintaining high customer satisfaction, monitoring ticket queues, chat, and phone support to provide timely assistance to internal teams, while adhering to established ticket handling procedures.
Key tasks involve delivering exceptional professional customer service to internal teams, supporting a wide range of technologies including Linux, Microsoft, and Mac OS, Google productivity suite, desk phones, mobile devices, Wi-Fi, etc.
The successful candidate will collaborate with peers across the globe to ensure a consistent global support experience, investigate problems and customer issues, develop creative solutions, consult with peer engineers to promote innovative solutions, contribute to the IT knowledge management system, and perform other related duties as required or assigned by their manager.
Requirements for this role include around 1 to 2 years of experience in an IT support role in an enterprise sector, thorough knowledge of at least one OS of the latest version (i.e., Linux, macOS, or Windows), ability to work in conflicting priorities, take initiatives, maintain focus on customers, exceptional customer service skills, very good technical troubleshooting skills, direct interaction with customers and clients in a corporate environment, strong critical thinking and problem-solving skills, ability to adapt to a fast-paced support environment with shifting priorities, willingness and ability to work in a highly collaborative team, the ability to learn new technologies quickly, being organized and able to multitask and work in a sometimes-stressful environment, having a sense of urgency when the situation calls for it, English language proficiency (written and oral), process and procedure driven while still being able to maintain an innovative mindset, understanding of the ITIL framework, working knowledge of ticketing tools, and technical knowledge of Linux, Microsoft, Apple OS.