Help Desk Professional with Advanced Troubleshooting Skills
hace 5 días
SMS Sudamérica is seeking a highly skilled Help Desk Professional with Advanced Troubleshooting Skills to join our remote IT help desk team. As a key member of our team, you will be responsible for delivering top-notch support services to our clients.
Your primary focus will be on resolving technical issues efficiently and effectively, utilizing your knowledge of desktops, systems, and networks. We require someone with excellent communication and interpersonal skills, who can work collaboratively with colleagues and clients to achieve common goals. Additionally, you should be familiar with various technologies, including Active Directory, Group Policies, O365 administration, email filtering software, and more.
Responsibilities:- Providing level 1 and 2 support and excellent customer service for all business users and coworkers
- Responding to calls, emails, messages, and tickets promptly and professionally
- Taking on escalations, providing guidance and training to L1 team members
- Effectively troubleshooting IT-related issues related to desktops, systems, and networks in multiple environments
- Learning to resolve >80% of incoming tickets, escalating only when necessary
- Documenting all work done, issue/project status, and time entries on tickets throughout the day
- Supporting projects and other tasks as needed
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