What You'll Do
- Providing a first point of contact for customers through our helpdesk, be that via phone, email or ticket.
- Delight our clients with a Friendly, Quick and Helpful Experience.
- Provide the Client with basic remote troubleshooting.
- Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests.
- Make sure that Client Documentation is well maintained.
- Split tickets that have several issues into their own individual tickets.
- Make sure that tickets aren’t “stale” throughout the process.
- Review monitoring alerts and other dashboards and apply remediations.
- Escalate tickets that require additional support.
- Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue.
- Identify, Communicate and Mitigate potential risks to managers and Clients.
What We're Looking For
- A passion for solving problems and challenges.
- The ability to communicate with both technical and non-technical audiences.
- Strong listening and communication skills.
- IT literacy with knowledge of software, hardware, and applications.
- Familiarity with support tools and techniques.
- Experience with Microsoft 365 and certifications such as A+, Net+, or Sec+ are helpful but not required.
- Fast and accurate typing while speaking on the phone.
- Adaptability to the fast-paced IT environment.
