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Proactive IT Support Specialist
3 weeks ago
Job Title:
Proactive IT Support Specialist
- This is a fantastic opportunity to work in a dynamic and forward-thinking team, delivering exceptional customer service and technical support.
- You will be the first point of contact for all IT-related user issues and requests, providing timely and effective resolutions.
- Your primary goal will be to serve as the initial point of contact for all IT-related user issues and requests, handling incoming incidents and service requests via phone, email, or ticketing tools.
Key Responsibilities:
- Serve as the initial point of contact for all IT-related user issues and requests.
- Record, categorize, and prioritize incidents in the ITSM/ticketing system.
- Provide basic Level 1 troubleshooting for hardware, software, printers, email, network connectivity, and end-user applications.
- Reset passwords, unlock accounts, and assist with access-related issues.
- Escala unresolved issues to L2/L3 teams with detailed logs and user inputs.
- Maintain communication with users to provide status updates and follow-ups.
- Ensure all tickets are logged, updated, and closed in a timely manner according to SLA.
- Support remote users using remote desktop tools.
- Ensure all tickets are logged, updated, and closed in a timely manner according to SLA.
- Maintain communication with users to provide status updates and follow-ups.
- Escala unresolved issues to L2/L3 teams with detailed logs and user inputs.
- Reset passwords, unlock accounts, and assist with access-related issues.
- Provide basic Level 1 troubleshooting for hardware, software, printers, email, network connectivity, and end-user applications.
- Record, categorize, and prioritize incidents in the ITSM/ticketing system.
Requirements:
- A minimum of 1-3 years of experience in IT Service Desk or desktop support roles.
- Basic knowledge of Windows OS, MS Office Suite, and Active Directory.
- Familiarity with IT ticketing tools and remote support tools (e.g., AnyDesk, TeamViewer).
- Good understanding of ITIL processes and incident lifecycle.
Benefits:
- A chance to work in a fast-paced and dynamic environment.
- A supportive team that values collaboration and open communication.
- Ongoing training and development opportunities.
How to Apply:
If interested, please submit your application along with the following details:
- Total experience.
- Current salary.
- Expected salary.
- Notice period.
- Current location.
