Technical I, Global Service Desk
- Posted 21 hours ago
- Be among the first 10 applicants
Job Description
Responsibilities
- Provide Technical Support: Respond to incoming support requests via phone, email, chat, and ticket, addressing IT issues and inquiries for employees across the company regions.
- Troubleshoot and Resolve Issues: Diagnose and solve common technical problems related to desktops, laptops, mobile devices, printers, VPN, Access related concerns and company-specific applications.
- Manage User Accounts: Handle user access, including password resets, account creation, and permissions management for various systems (e.g., Active Directory, O365, VPN).
- Document and Track: Accurately log all support interactions and resolutions in our ticketing system.
- Escalate Problems: Escalate complex or unresolved issues to next level of support or other specialized teams, ensuring a smooth transition and follow-up.
- Maintain Knowledge Base: Contribute to and maintain our internal knowledge base with up-to-date solutions, guides, and best practices.
- Collaborate with Teams: Work closely with other IT teams to ensure a consistent and effective support process.
- Proven experience in an IT help desk or service desk role.
- Strong knowledge of Windows and macOS operating systems.
- Familiarity with Microsoft Office 365, Active Directory, and remote access tools.
- Excellent problem-solving skills and the ability to think critically under pressure.
- Outstanding communication skills, both written and verbal, English Proficient, with a customer-centric attitude.
- Ability to work in a fast-paced, global environment and manage multiple priorities.
- Complete all assigned, mandatory training within the timeframe provided
- Conduct and/or participate in regularly scheduled 1:1 meetings with direct manager and/or direct reports
More Info
Key Skills
About Company
Skills:
Microsoft Office 365, Active Directory, macOS operating system, remote access tools
Skills:
certificate management , Windows Server, Log Analysis, Microsoft Sql Server, Sql, Iis, Root Cause Analysis, Integration troubleshooting, JBoss application servers, Azure cloud environments, Performance troubleshooting, Defect investigation, Application support troubleshooting
Skills:
Multi-factor authentication (MFA), Endpoint detection and response (EDR), Patch Management, Windows, IT Support, Microsoft 365, Identity And Access Management, Macos, conditional access, Vulnerability remediation, Troubleshooting, Google Workspace, Ticket documentation, Endpoint protection, Cisco Duo, Helpdesk, Service Desk
Skills:
File Systems, UNIX, Ssh, Osi Model, Windows server, Putty, Http, Linux, Https, Linux Commands, MS SQL, Windows OS, Macos, Uefi, Dns, VMware, Nas, BIOS, San, DHCP, Ms Exchange Server, Oracle Db, RAID configurations, system log analysis, Hyper-V, Active Directory
Skills:
Windows Server, Ethernet, Microsoft Sql Server, ip networking, OpenText Fax RightFax, IIS configuration