Service Desk Agent - Level 1

Employer: An MSP company located in Burbank, California, USA

Work Setup: Remote

Working schedule: Night shift 

Salary: $1,200 - $1,300 monthly

Benefits:

• 13th Month Pay
• HMO & Govt. Contribution Allowance on top of the salary (After a 90-day probationary period)
• Personal Time Off (After a 90-day probationary period)

Client Overview:

Our client is an Information Technology and Services organization that specializes in providing on-site computer support solutions for a wide range of corporate clients (including enterprise, medium, and small businesses). Based in Southern California, it has regional offices across the United States.

Requirements:

• Strong Customer Service Skills
• Excellent oral/written communication skills
• Through understanding of computers (both Windows & MAC OSX preferred)
• Experience with email systems and basic understanding of Active Directory & Network troubleshooting is required
• Support of enterprise applications (proprietary or otherwise) is desired
• One year's experience working on a help desk is required

Duties & Responsibilities:

• Process incidents and requests via telephone and email
• Troubleshoot and resolve issues on the initial call when possible, utilizing the internal knowledge base, experience, and team resources
• Monitor the unassigned ticket queue and follow up on assigned tickets every 24 hours
• Identify and escalate tickets to TTI management or appropriate support groups when needed
• Document issues and troubleshooting steps concisely in the ticketing system
• Follow up on open issues with escalation groups to provide updates to the customer
• Basic support and troubleshooting such as password resets, printer configurations, break/fix instructions, ticket routing, and escalation to Level 2 and Level 3 support groups
• Familiarity with common software installations (i.e. Microsoft Office, Adobe Creative Cloud, etc.) and successfully following documented steps
• Analyze information about the users issues and determine the best way to resolve these issues
• Provide support on Level 2 and Level 3 issues where configuration solutions have already been documented

Technology knowledge and support experience required:

• High Proficiency in providing support and troubleshooting Windows 10 and Mac OSX
• Microsoft 365: Active Directory, Outlook, Excel, Word
• ITSM Ticketing System: ServiceNow, Connectwise
• Collaboration Tools: Teams, Slack, or Zoom
• Contact Center / Call Center VOIP: 8x8, Cisco, Mitel

A plus to have knowledge and support experience with:

• Microsoft 365 Admin Center
• Azure Active Directory
• Exchange Admin Center
• Endpoint Manager Admin Center
• JAMF