Technical Service Desk Agent

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

📋 Description

• Provide 2nd Level telephone support to customers.

• Address and resolve customer inquiries related to software, hardware, and network operational challenges.

• Maintain accurate records of calls and cases.

• Keep customers informed about the steps being taken to resolve their issues.

• Ensure follow-up on Service Centre cases and requests until resolution.

• Issue problem reference and request numbers to clients.

• Document all troubleshooting and resolution steps in the ticketing system.

• Escalate tickets when on-site assistance is necessary.

• Achieve a target of resolving at least 12 tickets daily.

• Support cross-training initiatives and communicate quick fixes effectively.

• Identify opportunities for process improvements within the Service Centre and take action to implement changes.

⛳️ Requirements

• An Associate's degree, professional certifications, or licenses, along with 5+ years of relevant experience.

• Relevant IT qualifications at a tertiary level.

• 12 months to 2 years of experience in an IT Service Desk role.

• At least 2 years of prior experience providing Level 1 support for MS Office, MS Exchange, and MS Windows networks.

• Familiarity with data and voice network concepts.

• ITIL Foundations Certification is preferred.

• Microsoft Desktop Administration certification is preferred.

• Strong analytical and diagnostic skills.

🏝️ Benefits

• Unlimited paid time off.

• 401(k) matching.

• Comprehensive healthcare coverage.

• HSA matching.

• Continuous learning opportunities.