Career growth opportunity for a help desk technical support analyst with strong technical, analytical, problem-solving, consultative, and presentation skills. You will be helping business customers with all of their technology related inquires ranging from adding new computers to a domain to fixing printer / scanner issues to help with email clients to troubleshooting connectivity issues.

Job Description:

Deliver service and support to end-users via remote sessions, phone calls and responding to tickets

Proactively monitor and respond to events, error conditions and threshold events in network monitoring system and processing events

Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services

Follow standard processes and procedures identified during training sessions

Identify and escalate priority issues per Client specifications

Redirect problems to appropriate resource

Accurately process and record call transactions using a computer and designated tracking software

Stay current with system information, changes, and updates

Job requirements:

Excellent written and oral English skills

Being capable to manage between 15-20 tickets per shift. This ranges from simple quick password resets, to remote sessions and screen shares to troubleshooting complex issues

Working knowledge of Microsoft Office (MS Work, Excel etc), Adobe PDF, Office 365 Admin, Google Workspace, Microsoft Servers (i.e. domain controllers etc) and other basic business productivity software

Network, Application and Infrastructure Support

Manage client servers and back up devices

Solid working understanding of Printers

Properly document IT issues as well as their resolution steps

Curate guides specific for clients infrastructure

Understanding of IT system fundamentals and system management tasks

Basic understanding of Macs

Basic knowledge of networking principles and operating systems

Ability to clearly document and articulate technical issues in English

Must be reliable and dependable, self-motivated and demonstrate a willingness to learn

Ability to work closely with peers and other teams

Candidate's profile:

Great organizational and interpersonal skills

Someone who is flexible and proactive

Creative mindset, problem solver, service oriented and self-learning skills

Innovative attitude, stress resistant, team player, flexible

Previous industry experience in 24 x 7 Network Operation Center or call Center

What we offer:

Opportunities for career advancement and skill development.

Work during Pacific time zone 9AM-6PM PST

Permanent Contract

Work alongside & learn from best-in-class talent

Industry

IT

***Please note that we will review CVs sent on English only. Your application will be stored in our recruiting database. It will only be used for recruitment and selection and will not be available to third parties. Only shortlisted candidates will be contacted.