
Help Desk Specialist
1 week ago
A Help Desk Specialist will research, diagnose, troubleshoot and resolve customer issues in a timely manner.
The position involves working with various systems, software and hardware following established procedures to escalate unresolved issues to internal departments.
Main Responsibilities- Technical Support – Assist customer-facing teams with training and documentation
- L2 Phone and Email Assistance
- Ticket Management and SLA Compliance
- Maintenance tasks and routine system checks
- Escalation of complex issues to L3 Technical Support
- System Configuration – Requires understanding of software code and data structures
- Analyze, diagnose and resolve problems for end-users and implement corrective solutions including remote troubleshooting
- Install, configure, test and maintain end-user hardware, VoIP devices and software
- Manage desktop tools such as Office 365 and Dropbox
- Liaise with third-party support and vendors as necessary
- Candidates should have a degree in computer science or a related field
- This is a full-time home-based position working Monday to Friday from 9am to 6pm with weekends off
- Requires a minimum internet speed of 10 Mbps (DSL or FIBR)
- Need a quiet workspace conducive to productive work
Bonus requirements:
- Bonus: Knowledgeable in SSL/TLS and REST APIs
- Bonus: Experience with MySQL and SQL syntax
- Bonus: Background in VoIP systems and network support
- Bonus: Familiarity with NodeJS, Python and related technologies
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