What You’ll Do.

• Provide support via phone, email, chat, and ticketing systems

Troubleshoot and resolve issues related to:

• Windows and macOS workstations
• Mobile devices
• Printers and peripherals
• Microsoft 365 and Google Workspace
• Internet connectivity and network performance
• Routers, modems, Wi-Fi, switches, and access points
• User account access and permissions
• Diagnose and resolve technical issues on first contact whenever possible
• Log, prioritize, and manage support tickets in accordance with SLAs
• Escalate complex issues to higher-level support teams with proper documentation
• Support onboarding and offboarding activities
• Monitor alerts and respond to system notifications
• Maintain accurate records of incidents, resolutions, and customer interactions
• Follow operational procedures, knowledge base articles, and support guidelines
• Deliver an exceptional customer experience with every interaction

Requirements

Technical Skills.

• Knowledge of Windows and/or macOS operating systems.
• Understanding of Active Directory and user account management.
• Knowledge of networking fundamentals (IP, DNS, DHCP, Wi-Fi).
• Experience troubleshooting internet and connectivity issues.
• Experience working with ticketing platforms such as:
• ConnectWise.
• ServiceNow.
• Zendesk.

Professional Skills.

• Strong customer service and communication skills
• Ability to multitask and manage priorities effectively
• Excellent troubleshooting and problem-solving abilities
• Strong attention to detail and documentation practices
• Ability to work independently and in a team environment
• Professional, reliable, and accountable mindset

Experience with:

• Microsoft 365 Administration
• Remote Monitoring & Management (RMM) tools
• Basic cybersecurity practices (MFA, Endpoint Protection)

Key Skills

• Technical Support.
• IT Troubleshooting.
• Networking Fundamentals.
• Internet & HSIA Support.
• Active Directory.
• User Account Management.
• Ticket Management Systems.
• Documentation & SLA Management.
• Problem Solving.
• Customer Service.
• Team Collaboration.
• Organization & Time Management.
• Continuous Learning.