Working Schedule: Monday – Friday, starting around 4:00AM – 7:00AM PST, ending between 1:00PM – 4:00PM PST Pacific Standard Time
Skills:
• Strong Customer Service Skills
• Excellent oral/written communication skills
• Through understanding of computers (both Windows & MAC OSX preferred)
• Experience with email systems and basic understanding of Active Directory & Network troubleshooting is required
• Support of enterprise applications (proprietary or otherwise) is desired
• One year’s experience working on a help desk is required Duties:
• Process incidents and requests via telephone and email
• Troubleshoot and resolve issues on the initial call when possible utilizing the internal knowledge base, experience, and team resources
• Monitor unassigned ticket queue and follow up on assigned tickets every 24 hours
• Identify and escalate tickets to TTI management or appropriate support groups when needed
• Document issues and troubleshooting steps concisely in the ticketing system
• Follow up on open issues with escalation groups to provide updates to customer
• Basic support and troubleshooting such as password resets, printer configurations, break/fix instructions, ticket routing and escalation to Level 2 and Level 3 support groups
• Familiarity with common software installations (i.e. Microsoft Office, Adobe Creative Cloud, etc.) and successfully following documented steps
• Analyze information about the user’s issues and determine the best way to resolve these issues
• Provide support on Level 2 and Level 3 issues where configuration solutions have already been documented
Technology knowledge and support experience required:
• High Proficiency in providing support and troubleshooting Windows 10 and Mac OSX
• Microsoft 365: Active Directory, Outlook, Excel, Word
• ITSM Ticketing System: ServiceNow, Connectwise
• Collaboration Tools: Teams, Slack, or Zoom • Contact Center / Call Center VOIP: 8×8, Cisco, Mitel
A plus to have knowledge and support experience with:
• Microsoft 365 Admin Center
• Azure Active Directory
• Exchange Admin Center
• Endpoint Manager Admin Center
• JAMF
Benefits
-13th Month Pay
-HMO & SSS payment on top of the salary (After a 90-day probationary period)
-Personal Time Off (After a 90-day probationary period)
If interested and want to start the application, kindly click the below link and take the “Pre-Employment Assessment” test.
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Apply now!
APPLY FOR THIS JOB:
Company: HireArchi, an Agilitec Company
Name: HireArchi HR Department
Email: