Help Desk Agent (Office-based)
Role details
Job location
Tech stack
Job description
A cutting-edge e-commerce company developing products for our own technological platform. Our creative, smart and dedicated teams pool their knowledge and experience to find the best solutions to meet project needs, while maintaining sustainable and long-lasting results. How? By making sure that our teams thrive and develop professionally. Strong advocates of hiring top talent and letting them do what they do best, we strive to create a workplace that allows for an open, collaborative and respectful culture.
The Role
What you will be doing
If you enjoy helping your peers achieve their goals while improving your technical skills, this is the opportunity for you!
You will provide first level remote support to users in different time zones, and other locations when required. In addition, you will monitor and respond to incoming emails, service request tickets, alerts and system alarms, which you will resolve according to documented processes and best practices or escalate to the appropriate team. We are a 24/7 business and our IT support team is available to assist our employees at all times.
Other responsibilities include:
- Be the first line of support for requests from users located in local and remote offices.
- Provide efficient and effective technical assistance for incoming queries and issues.
- Acknowledge and document issues and requests in the ITSM ticketing system.
- Escalation of requests to the appropriate team when needed.
- Proactive monitoring of alert systems to recognize issues in production.
- Escalation of incidents to appropriate team(s) when there are production issues or outages.
- Monitoring of incoming requests and tickets to solve and re-direct them.
- Follow up with users and other remote IT teams to resolve ongoing requests.
Requirements
Do you have experience in New Relic?, * 4+ years of experience providing IT Help Desk and Service Desk services for other locations.
- B.S. in Computer Science, Computer Engineering, or a related field, however, a combination of other diplomas, certificates, and experience will also be considered.
- Exceptional remote troubleshooting of end-user devices and software.
- Experience with technologies including:
- Active Directory, Exchange server, and other standard user configurations
- Basic networking - LAN and wireless networks, DHCP, DNS and TC/IP
- Enterprise ticketing and collaboration tools (Jira, Confluence)
- Monitoring and alerting tools (Site24x7, New Relic, Graylog, Zabbix)
- Virtual desktops (VDI), remote apps, published desktops or Citrix environment
- Experience with end user desktop / laptop setup and troubleshooting
- English and Spanish professional proficiency.
Bonus points for the following
- ITIL Foundation certification
- Experience with Atlassian Jira Service Management and Confluence,
- Experience with Incident Response tool like Pager Duty
Benefits & conditions
We will give you the opportunity to be the best version of yourself, develop professionally and create strong working relationships working remote or on site. While offering a competitive salary, we also invest in our people's professional development and want to see you grow and love what you do. We are dedicated to listening to our team's needs and are constantly working on creating an environment in which you can feel at home, we offer a flexible working culture.... If this sounds like the place for you, contact us now!
