Service Desk Technician

CYNET SYSTEMS INC.

Tampa, FL, United States

about 1 month ago

Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience required

1 year minimum

Working hours

Regular working hours

Job source

www.careerjet.com

Tech stack

Microsoft Windows Wireless LAN Apple IOS Dynamic Host Configuration Protocol Domain Name System (DNS) Ethernet IP Addressing Subnetting Virtual Private Networks (VPN) Microsoft Office System Center Configuration Manager Citrix Systems

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Job description

Perform technical support to clients via telephone, chat, emails, or self-service tickets across all geographies.
Provide Level 1/L1.5 triage and resolutions such as password resets and account unlock for reported incidents and requests ensuring 100% compliance with internal policies and procedures.
Provide hardware and software support to users which includes application support like MS Office, Citrix, VPN, SCCM, Amazon Workspaces.
Provide clients with a first level resolution, where possible, leveraging standard operating procedures or work instructions.
Perform customer call backs as required.
Provide remote solutions to problems, inquiry problems, and explain the solution in such a way that non-technical users understand.
Build knowledge articles, or flag the need for such content, when relevant knowledge articles are not available.
Take ownership for the tickets/requests and communicate with customers on a regular basis to ensure speedy resolution.
Meet service level agreements like response and resolution time, average speed of answering, average handling time for a ticket/request, and customer satisfaction.
Provide refreshers to new members onshore and offshore.
Manage and provide support to different lines of business during requirements.
Basic understanding of DHCP, DNS, IP addressing and subnetting.
Basic understanding of fixing Wireless LAN and Ethernet desktop configuration issues.
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Requirements

Strong verbal and written communication skills.
1+ years of work experience in IT Technical Support / Service Desk preferred.
Excellent knowledge and working experience on Windows / iOS & Android OS troubleshooting related issues.
Experience with ServiceNow Ticketing System.
Open to work in 24*7 work environment with rotational shifts and week-offs.
Bachelor’s degree in computer science or a similar field, IT Diploma holders are also preferred., * Hands-on experience with ServiceNow/SNOW/Remedy Now or any ITSM tool.