Global Support I

Job Description

Duties and responsibilities include, but are not limited to:

• Provide hardware break-fix services for technology equipment and prepare equipment for replacement, or onboarding
• Work in-person and remotely with end users to resolve basic IT, basic copier/printer, or network related issues
• Work with other teams to resolve issues
• Escalate pertinent calls to the relevant IT team members and manage tickets to assure timely resolution
• Support asset and inventory management activities
• Utilizing our Service Desk ticketing system to document work, progress, and resolutions
• Ensuring ticket work notes are updated in a timely manner
• Answer multiple incoming tickets, emails, chats, and text messages from end users
• Meet response requirements during the ticket life cycle
• Complete and close out of all tickets by proofreading tech notes, and verifying for accuracy and completeness
• Write documentation and train our global end users
• Monitor daily activities making sure calls are being handled in a timely manner

Experience, Education, Skills, and Credentials:

• Bachelor’s degree in information technology or a related technical discipline is required. However, certifications, formal training, experience, or demonstrated competency may be evaluated and considered in lieu of the educational requirements
• 2-4 years of experience supporting customers in a business environment
• Experience in a help desk, service desk, IT support role is a huge plus
• Must possess relevant technical skills/certifications in the systems or area specified by management
• Requires reliable transportation and active driver’s license and ability to travel.
• Must be proficient in troubleshooting problems and communicating and documenting solutions in writing and orally
• Experience in working in end user environments, server rooms and communications rooms
• Must have a good understanding of Microsoft Windows, and Microsoft Office applications
• Must be able to assist in troubleshooting issues and understand network terminology
• Must have a working knowledge of network topology and remote access devices
• Ability to adapt from business to technical communication according to the audience is required
• Must have the ability to assess a situation quickly and help arrive at the best beneficial resolution for all parties involved
• Must have the ability to write professional reports and other business correspondence
• Must have the ability to read, write, speak, understand, and communicate in English sufficiently to perform the duties of this position
• Must have the ability to handle and organize multiple projects and deadlines
• Must demonstrate a high degree of attention to quality, details, and correctness

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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