Helpdesk Agent

Tier 1 Key Responsibilities:
• Monitor and manage the after-hours support queue in FreshService for user access requests, ensuring timely fulfillment in accordance with documented procedures.
• Triage alerts generated by networking equipment (e.g., routers, switches, firewalls) to assess severity and impact.
• Open and track vendor support tickets for escalated network alerts, ensuring accurate documentation and timely handoffs.

• Verify failover/back-up circuit activation is functional during outages or primary circuit failures.
• Follow standard operating procedures (SOPs) and escalate unresolved issues or exceptions to Tier 2 support or on-call resources.
• Maintain thorough and accurate ticket documentation in the ITSM platform (FreshService).
• Contribute to continuous improvement by identifying recurring issues or opportunities for automation.

• Participate in a daily 1-hour shift handover at the start and end of each shift to ensure clear communication, status updates, and seamless transition between support teams.

Qualifications:
• 1+ years of IT support or service desk experience, preferably in a 24x7 operational support environment.
• Familiarity with networking fundamentals (basic knowledge of WAN/LAN, circuits, and failover concepts).
• Experience working with ITSM platforms (e.g., FreshService, ServiceNow).
• Ability to follow detailed runbooks and standard operating procedures.
• Strong written and verbal communication skills in English.
• Self-motivated with the ability to work independently during overnight US hours.