Responsibilities
- Provide Technical Support: Respond to incoming support requests via phone, email, chat, and ticket, addressing IT issues and inquiries for employees across the company regions.
- Troubleshoot and Resolve Issues: Diagnose and solve common technical problems related to desktops, laptops, mobile devices, printers, VPN, Access related concerns and company-specific applications.
- Manage User Accounts: Handle user access, including password resets, account creation, and permissions management for various systems (e.g., Active Directory, O365, VPN).
- Document and Track: Accurately log all support interactions and resolutions in our ticketing system.
- Escalate Problems: Escalate complex or unresolved issues to next level of support or other specialized teams, ensuring a smooth transition and follow-up.
- Maintain Knowledge Base: Contribute to and maintain our internal knowledge base with up-to-date solutions, guides, and best practices.
- Collaborate with Teams: Work closely with other IT teams to ensure a consistent and effective support process.
Qualifications
- Proven experience in an IT help desk or service desk role.
- Strong knowledge of Windows and macOS operating systems.
- Familiarity with Microsoft Office 365, Active Directory, and remote access tools.
- Excellent problem-solving skills and the ability to think critically under pressure.
- Outstanding communication skills, both written and verbal, English Proficient, with a customer-centric attitude.
- Ability to work in a fast-paced, global environment and manage multiple priorities.
- Complete all assigned, mandatory training within the timeframe provided
- Conduct and/or participate in regularly scheduled 1:1 meetings with direct manager and/or direct reports