Remote Technical Support Specialist
2 days ago
We are seeking a highly skilled and experienced Remote Service Desk Analyst to join our team. As a key member of our support team, you will be responsible for providing top-notch technical assistance to our clients via phone, email, and chat.
Your primary role will involve managing incidents and requests within our ticketing system, performing daily ticket follow-ups with end users, resolving username and password issues, and providing remote hardware support for laptops, tablets, mobile devices, monitors, docking stations, printers, and accessories.
You will also be responsible for providing multifactor authentication, single sign-on, and VPN support, as well as performing software and application support.
To be successful in this role, you will require strong technical troubleshooting and customer service skills, as well as the ability to multitask and work effectively in a fast-paced environment.
We offer a dynamic and supportive work environment, where you can grow your skills and advance your career.
Responsibilities:- Provide white-glove, End User Service Desk Support via phone, email, and chat.
- Manage incidents and requests within the ServiceNow ticketing system.
- Perform and document daily ticket follow-ups with end users within respective ticketing system.
- Resolve username and password problems.
- Perform uninstall/reinstall of approved software applications to devices.
- Provide Multifactor Authentication, Single Sign-On and VPN Support.
- Perform software and application support.
- Provide remote hardware support for laptops, tablets, mobile devices, monitors, docking stations, printers and accessories.
- CompTIA A+ certification.
- Experience supporting Microsoft 365, Windows 10, and Active Directory.
- 1+ year Mac OS experience.
- Experience with the ServiceNow ticketing system.
- Experience with remote access tools such as LogMeIn, TeamViewer, and Take Control.
- Experience Remotely troubleshooting windows hardware and software break/fix issues.
- 2-3 years of progressive experience in a Technical Support role with an MSP or call center IT support environment.
- Technical proficiency with common hardware, software, and technologies: Windows, Office, iOS, laptops, tablets, Mobile Device Management (MDM), VPN, WiFi, etc.)
- Knowledge of Active Directory, Azure, O365, MFA, SSO, Okta, networking and server concepts.
- Understanding of call center metrics and KPIs.
- College or technology school degree preferred.
- Ability to multi-task and experience working in a fast-paced environment.
- Strong technical troubleshooting and customer service skills.
- Strong verbal and written communication skills.
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