Enterprise Service Desk Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver technical support to customers via phone, email, chat, and self-service portals.

• Identify and resolve user issues related to desktops, laptops, printers, peripherals, and popular software applications.

• Assist users with tasks such as password resets, account unlocks, and access requests.

• Offer remote assistance when necessary.

• Troubleshoot issues related to network connectivity, including internet access and VPN connections.

• Record and manage incidents and requests using the ServiceNow ITSM ticketing system.

• Refer complex problems to higher-level support teams when required.

• Comply with service level agreements (SLAs) and achieve performance objectives.

• Leverage the internal knowledge base to address common issues and enhance efficiency.

• Foster customer satisfaction through proactive communication and first-contact resolution.

• Deliver outstanding customer service by demonstrating empathy, patience, and a positive demeanor.

• Clearly and concisely convey technical information to ensure clients comprehend the resolutions or next steps.

⛳️ Requirements

• Minimum of 2 years of service desk experience in a Managed Service Provider (MSP) setting.

• Outstanding verbal and written communication abilities.

• Strong interpersonal skills.

• Excellent problem-solving and analytical capabilities.

• Customer-focused mindset with an emphasis on service excellence.

• Ability to perform effectively under pressure and manage various priorities.

• Commitment to continuous improvement.

• Experience in incident and request management.

• Must work well in a team and demonstrate collaboration.

• Proficiency with Windows OS, Office 365, Azure AD, Active Directory, and Exchange/Office O365.

• Knowledge of MAC OS is a plus but not mandatory.

• Familiarity with IT Service Management principles, practices, and procedures.

• Strong ITIL knowledge or certification is preferred.

• Relevant technical certifications such as CompTIA, A+, or MSCE are advantageous.

• Prior experience with the ServiceNow ticketing system is preferred.

• Familiarity with remote assistance tools.

• Excellent time management capabilities.

• Bachelor's degree or equivalent in Computer Science, Information Systems, or a related field.

• Strong technical foundation.

• Willingness to work 1st, 2nd, or 3rd shift in a 24/7 support environment.

• Native-level proficiency in Spanish is a plus.

🏝️ Benefits

• Medical, Dental, FSA, and 401(k) plans.

• Flexible Paid Time Off.