IT Technical Support Specialist
19 hours ago
At our IT support service, we focus on streamlining technical assistance and delivering managed solutions with a strategic consulting approach.
Key Responsibilities:- We provide top-notch end-user technical support via phone, email, and chat services.
- The role involves managing incidents and requests within the ServiceNow ticketing system platform.
- Daily ticket follow-ups with end-users are performed using the respective ticketing system.
- Password issues can be resolved.
- Uninstallation and reinstallation of approved software applications on devices is undertaken.
- Multifactor authentication, single sign-on, and VPN support services are offered.
- Software and application support is provided.
- Remote hardware support for laptops, tablets, mobile devices, monitors, docking stations, printers, and accessories is also available.
- A high-speed internet connection is mandatory for this position.
- CompTIA A+ certification is required.
- Microsoft 365, Windows 10, and Active Directory experience is essential.
- A year or more of Mac OS experience is necessary.
- Familiarity with the ServiceNow ticketing system is crucial.
- Experience with remote access tools such as LogMeIn, TeamViewer, and Take Control is beneficial.
- Ability to remotely troubleshoot windows hardware and software break/fix issues is required.
- 2-3 years of progressive experience in a technical support role with an MSP or call center IT support environment is preferred.
- Technical proficiency with common hardware, software, and technologies: Windows, Office, iOS, laptops, tablets, Mobile Device Management (MDM), VPN, WiFi, etc. is needed.
- Knowledge of Active Directory, Azure, O365, MFA, SSO, Okta, networking, and server concepts is essential.
- Understanding of call center metrics and KPIs is necessary.
- A college or technology school degree is preferred.
- Ability to multitask and work in a fast-paced environment is crucial.
- Strong technical troubleshooting and customer service skills are required.
- Excellent verbal and written communication skills are necessary.
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