Position Summary:
The IT Support Technician serves as first point of contact for customers seeking technical assistance via phone and email. Performs remote troubleshooting through diagnostic techniques and pertinent questions to offer bests solution to customer based on issues and details provided. This resource manages the ticket handling process for their clients and effectively uses team resources to drive ticket closure, performance metrics and ensure customer satisfaction. Supports O365/Citrix, Cloud and Server based Enterprise Products from a help desk perspective.
Job Details:
Work from Home
Monday to Friday | 8 PM to 5 AM EST
Responsibilities:
- Serve as the first point of contact for customers seeking technical assistance via phone or email.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions to hardware and application-based issues
- Determine best solution based upon the issue and details provided by customers
- Walk the customer through the problem-solving process
- Escalate unresolved issues to the next level of support when needed
- Provide accurate information on IT products or services
- Record events and problems and their resolution in ticketing system
- Manages client tickets and using team resources to ensure client satisfaction and ticket metrics are achieved
- This position will function as an extension of the business, working with end users implementing solutions for Cloud Based platforms and infrastructure.
Qualifications:
- Minimum 3 years’ full-time experience working in a technology solutions environment
- Excellent written and verbal communication skills
- Knowledge of office automation products, databases and remote control
- Good understanding of computer systems, mobile devices, and other technical products
- Strong decision making and problem-solving abilities
- Strong interpersonal and relationship building skills
- Strong passion for customer service
- Exceptional organizational skills and the ability to handle multiple tasks concurrently.
- Ability to learn quickly in a fast-paced environment
Nice To Have:
- Experience with Windows Desktop Operating Systems (Windows 11)
- Experience with Microsoft Office Applications – O365 (Word, Excel, etc.) from a user’s perspective
- System Administrator experience with Azure, Admin Portal, O365 Admin, SCCM, Intune, Virtual Technology, Citrix, Azure AD, Company Portal
- Basic Networking and Command Line Skills
- PowerShell Skills Desired but not required
- Microsoft MCP Windows 11, Microsoft MCP Office 365, COMTIA A+ or related experience, Azure Administrator Associate, Azure Fundamentals