
Customer Experience Agent
5 days ago
**Job Summary:**
We are seeking a proactive and skilled IT Support Specialist to serve as the first point of contact for IT support requests.
The ideal candidate will possess strong communication skills, be able to work in a fast-paced environment, and have a keen eye for detail.
**Key Responsibilities:
- Provide Level 1 troubleshooting for hardware, software, printers, email, network connectivity, and end-user applications.
- Record, categorize, and prioritize incidents in the ITSM/ticketing system.
- Escalate unresolved issues to L2/L3 teams with detailed logs and user inputs.
- Maintain communication with users to provide status updates and follow-ups.
**Requirements:
- 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.
**Preferred Qualifications:
- Diploma or Bachelor's Degree in IT, Computer Science, or related field.
- ITIL Foundation certification is a plus.
- A+ / MCSA / HDI certification is advantageous.
**Additional Information:
If you are a motivated and organized individual with excellent communication skills, please apply for this exciting opportunity.
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