The IT Support Specialist will act as a single point of contact while providing the highest level of customer service for internal support requests, including both IT and non-IT queries. To resolve many requests, this role follows troubleshooting steps or reference Knowledge Base (KB) articles, in addition to the Specialist's own knowledge. Otherwise, this role gathers all information required to route the request on the users' behalf to the right support person or team within First Advantage to complete the customer's request. Additionally, the Service Desk team will play a coordination role and monitor the user's support request until completion.
RESPONSIBILITIES:
* Respond to requests/queries in person, via phone or electronically.
* Monitor JSM tickets and assignment of tickets as per the task assigned on weekly basis
* Provide end user support for all hardware and software. Diagnose and resolve end user issues.
* Research issues and questions using available knowledge base.
* Ensure proper documentation of ticket and ticket logging for all issues reported to Help Desk.
* Resolve desktop issues reported via ticket or email.
* Conduct daily follow ups on pending ticket to closure and ensure SLAs are met
* Set up and configure desktops, printers, scanners, and other peripherals for local site support.
* Work in a 24*7 environment and on shift basis.
* Escalate issues to appropriate teams and executives.
* Administer Active Directory, including but not limited to account and group creation/management.
REQUIRED SKILLS & QUALIFICATIONS:
* At least 6 months experience in BPO or call center industry
* Computer Literate, Basic computer skills
* Above average written and verbal communication skills
* Good interpersonal skills
* High attention to details
* Logical reasoning
* Can work on flexible hours
* Able to read and write fluently in English
* Able to read and write fluently on the language expertise
EDUCATION & EXPERIENCE:
Education: Bachelor's Degree Preferred
* 1+ years specializing in remote desktop support, systems administration, and IT Operations in a Windows environment.
* Good knowledge of ITIL processes. ITIL V3 certification is a strong added advantage.
* Systems Architecture and integration experience preferred (specifying hardware, network configuration, etc.).
* Telephony experience
* Microsoft O365
* Knowledge of TCP/IP networking, and related network services (i.e. DNS, SMTP, DHCP, etc.)
* Previous work experience in a corporate environment.
* Experience supporting Outlook in a Microsoft Exchange environment.
* Experience supporting a variety of Wi-Fi-enabled devices.
* Experience supporting remote users.
* Basic knowledge of thin client systems, network printers, Citrix, terminal servers
WORKING ENVIRONMENT:
* Hybrid work; the office is located in L15, 61 York Street, Sydney, NEW 2000, Australia
United States Equal Opportunity Employment: First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.
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