Offer summary

Qualifications:

Bachelor's degree in Information Technology, Computer Science, or a related field preferred., Active certification in Microsoft Certifications related to Infrastructure, Modern Workforce, or Security is required., Strong technical troubleshooting skills across Microsoft on-prem and cloud stack., 2-4 years of prior experience in IT, professional services, or technology industry preferred..

Key responsabilities:

Respond to client IT issues and requests within 15 minutes and provide Level 1 support.

Maintain accurate records of all client interactions and resolutions in the ticketing system.

Communicate effectively with clients to understand their IT issues and provide timely solutions.

Participate in training and development activities to enhance technical skills and improve support processes.

Job description

Client Support & Issue Resolution

Respond to client IT issues and requests within 15 minutes.
Provide Level 1 support and triage issues to appropriate teams if necessary.
Resolve a defined percentage of issues and requests raised.
Maintain accurate records of all client interactions and resolutions in the ticketing system.

Technical Troubleshooting

Respond to client IT issues and requests within 15 minutes.
Provide Level 1 support and triage issues to appropriate teams if necessary.
Resolve a defined percentage of issues and requests raised.
Maintain accurate records of all client interactions and resolutions in the ticketing system.

Communication & Client Interaction

Communicate effectively with clients to understand their IT issues and provide timely solutions.
Keep clients informed of the status of their requests and any changes.
Provide excellent customer service and maintain a positive client relationship.

Documentation & Reporting

Document all support activities and resolutions in the ticketing system.
Contribute to the creation and maintenance of knowledge base articles.

Continuous Improvement

Participate in training and development activities to enhance technical skills.
Provide feedback to improve support processes and client satisfaction.
Stay updated on the latest IT trends and technologies.

CORE COMPETENCIES

Strong technical troubleshooting skills across the Microsoft on-prem and cloud stack.
Excellent communication and customer service skills, familiarity with ITSM (Jira, etc).
Ability to work efficiently in a remote environment.
Strong organizational and documentation skills.
Ability to work under pressure and meet response time KPIs.

EXPERIENCE REQUIRED

[Preferred] Bachelors degree in Information Technology, Computer Science, or a related field.
Active certification is required in one or more Microsoft Certifications, in Infrastructure, Modern Workforce, or Security.
Other relevant certifications (e.g., CompTIA A+) are a plus.
2-4 prior experience in IT, professional services, or technology industry preferred.

Required profile