Help Desk Specialist

4 months ago

Hyderabad, India Highspot Full time

Responsibilities

Provide first-level technical support to end-users via phone, email, or chat, addressing hardware, software, and network-related issues. Create, update, and close support tickets in the ticketing system, ensuring accurate and detailed documentation of user interactions. Escalate complex problems to higher support tiers, providing detailed information for efficient resolution. Install, modify, and repair computer hardware and software. Follow up with internal customers to ensure issues have been resolved. Create and maintain written knowledge based articles. Manage the deployment, monitoring, maintenance, upgrade, and support of organization enterprise systems, hardware and software, and desktop/Mac/PC systems. Maintain a strong commitment to customer satisfaction by delivering high-quality, professional support. Remote new hire onboarding 

Required Qualification

You'll have experience working in an environment where attention to detail, proactive problem solving, and a customer-focused mindset is imperative. Familiarity with ticketing systems, working on a global team, and sharing work in a 24/7, follow-the-sun-type team Proven ability to build and maintain relationships with your stakeholders and interact with a variety of personality types Proficiency in Mac & Windows operating systems required Ability to use basic networking troubleshooting tools required 2-5 years Technical Help Desk experience required Extensive knowledge of Okta, Jamf, and G Suite required. Knowledge of MSFT Office Suite Ability to research problems and evaluate solutions Experience managing Slack, Jira, AV/AntiMalware, Office 365, Zoom. Proven ability to to manage applications on a global scale supporting large macOS deployments Strong interpersonal communication skills Proficient in utilizing remote assistance tools to troubleshoot and resolve issues for users located in various geographical locations. Exceptional proficiency in both written and verbal communication Working Conditions Flexible working hours may be required to accommodate business needs. Align with PST hours for support on various days working remotely Align with IST hours for in office support and collaboration as needed.  #LI-AA1

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