Support Specialist, ESD

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

📋 Description

• Deliver first-tier technical support to client end-users through phone, email, chat, and self-service portals.

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

• Assist with account unlocks, password resets, and access requests.

• Provide remote support as necessary.

• Troubleshoot networking issues, including internet connectivity and VPN connections.

• Record and monitor incidents and requests within the ServiceNow ITSM ticketing system.

• Refer complex issues to advanced support teams.

• Comply with service level agreements and achieve performance goals.

• Utilize the internal knowledge base to address common problems and enhance efficiency.

• Enhance customer satisfaction through proactive communication and achieving first-call resolutions.

• Clearly and succinctly convey technical information.

• Engage in team training and development efforts.

• Contribute to delivering a premium, hospitality-oriented customer experience.

⛳️ Requirements

• Over 3 years of service desk experience in a Managed Service Provider (MSP) setting.

• Exceptional verbal and written communication abilities.

• Strong interpersonal skills.

• Excellent analytical and problem-solving competencies.

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

• Capability to perform effectively under pressure while managing multiple priorities.

• Commitment to continuous improvement.

• Experience in incident and request management.

• Collaborative team member.

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

• Understanding of IT Service Management concepts, practices, and procedures.

• Strong knowledge of ITIL or relevant certification is preferred.

• Technical certifications such as CompTIA, A+, or MCSE are advantageous.

• Familiarity with the ServiceNow ticketing system is preferred.

• Experience with remote assistance tools.

• Excellent time management abilities.

• A bachelor’s degree or equivalent in Computer Science, Information Systems, or a related field.

• Strong technical expertise.

• Willingness to work in a 24/7 support environment.

🏝️ Benefits

• 24/7 global Enterprise Service Desk environment.

• Opportunities for team training and development.

• Continuous learning and professional growth opportunities.

• Remote work arrangement.