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Help Desk I

Remote:

Full Remote

Contract:

Full time

Experience:

Junior (1-2 years)

Work from:

Gabon

Offer summary

Qualifications:

1-2 years of Help Desk Support experience, Microsoft MCP or completion within 3 months, A+ or Network+ preferred, Strong verbal and written communication skills, Technical diagnostic skills.

Key responsabilities:

Triage and resolve basic remote support requests
Provide support for Microsoft applications and hardware
Support Skype VoIP systems and network security
Document tickets on a real-time basis
Monitor alerts and provide help desk support

Palmetto Technology Group (PTG) Information Technology & Services SME https://www.goptg.com/

See more Palmetto Technology Group (PTG) offers

Job description

Job Summary:

Responsible for initial triage and resolution of basic remote support requests.

POSITION RESPONSIBILITIES:
Technical:

Follow detailed processes to deliver consistent results
Provide basic support of Microsoft’s core business applications and other line-of-business applications
Provide basic support of computer hardware, including workstations, servers, printers, and telephony devices
Provide basic support of network hardware, including switches, routers, firewalls and wireless access points
Provide basic support of network security solutions
Provide basic support and management of VoIP systems
Onboard and Offboard users through Active Directory
Provide support of backup and disaster recovery solutions
Provide basic support of VPNs and RDS
Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
Provide after-hours support per scheduled on call rotation

Operational:

Triage incoming service tickets
Resolve quick fix tickets as scheduled
Escalate and schedule service tickets that require higher level or onsite support
Resolve RMM tickets
Provide live answer help desk support
Thoroughly document tickets on a real-time basis
Consistently exceed defined Service Level Agreements
Ensure Ticketing Quality Assurance through proper ticket documentation and agreement selection
Document internal processes and procedures related to duties and responsibilities

QUALIFICATIONS/SKILLS:

Strong verbal and written communications skills
Strong technical diagnostic skills
Ability to multi-task, adapt to changes quickly, and respond with a high sense of urgency
Technical awareness: ability to match resources to technical issues appropriately.
Understanding of technical support tools and techniques used to provide IT services
Typing skills to ensure quick and accurate entry of service request details.
Self-motivated with the ability to work in a fast-moving environment