Enterprise Service Desk Support Specialist

Emploi pas sur LinkedIn

🕒 il y a 8 jours

Postuler Maintenant

Trouver des Emplois à Distance Similaires

Recevoir des emails pour des emplois à distance

📊 Vérifiez votre score de CV pour ce poste

Améliorez vos chances d'obtenir un entretien en vérifiant votre score de CV avant de postuler.

Télécharger le CV

ATSG

Site WebLinkedInTous les Emplois

501 - 1000 employés

Fondée en 1994

🤝 B2B

🔒 Cybersecurity

🏢 Entreprise

B2B • Cybersecurity • Enterprise

ATSG est un fournisseur de services informatiques gérés (opérant désormais sous le nom de XTIUM) qui propose des solutions en matière de cloud, de mise en réseau, de sécurité et de communications unifiées pour les clients de taille moyenne et les grandes entreprises. Il offre des services de Bureau en tant que Service (DaaS), d'Infrastructure en tant que Service (IaaS), de sécurité et détection gérées (MDR), de services réseau gérés, de conseil en intelligence artificielle, de services professionnels ainsi que de support et de services de terrain d'entreprise 24/7. La société se positionne comme un partenaire informatique tout-en-un alimenté par l'IA qui consolide les piles de fournisseurs, garantit la conformité et la haute disponibilité, et agit en tant qu'extension des équipes informatiques internes pour sécuriser et optimiser les opérations.

Description

• Provide customer end user technical support via phone, email, chat, and self-service portals • Diagnose and resolve customer issues with desktops, laptops, printers, peripherals, and common software applications • Assist end users with password resets, account unlocks, and access requests • Provide remote assistance when applicable • Troubleshoot network connectivity issues (e.g., internet access, VPN connections) • Document and track incidents and requests utilizing the ServiceNow ITSM ticketing system • Escalate complex issues to higher-level support teams when necessary • Adhere to service level agreements (SLAs) and meet performance targets • Utilize the internal knowledge base to resolve common issues and improve efficiency • Drive customer satisfaction through proactive communication and first call resolution • Provide exceptional customer service by demonstrating empathy, patience, and a positive attitude • Communicate technical information clearly and concisely, ensuring clients understand the resolution or next steps

🎯 Exigences

• 2+ years of service desk experience in an MSP environment • Excellent verbal and written communication skills • Strong interpersonal skills • Excellent problem-solving and analytical skills • Customer-centric approach with a focus on service excellence • Ability to work effectively under pressure and manage multiple priorities • Continuous improvement mindset • Incident and request management experience • Must be a team player and collaborative • Experience with Windows OS, Office 365, Azure AD, Active Directory, and Exchange/Office O365 • MAC OS knowledge would be a plus, but not a hard requirement • Familiarity with IT Service Management concepts, practices, and procedures • Strong ITIL knowledge or certification preferred • Technical Certifications: CompTIA, A+, MSCE are a plus • Experience using ServiceNow ticketing system is preferred • Experience using remote assistance tools • Excellent time management skills • A bachelor’s degree or equivalent in Computer Science, Information Systems, or related field • Strong technical background • Be willing to work 1st, 2nd, or 3rd shift in a 24/7 support environment • Native-level Spanish skills is a plus

🏖️ Avantages

• Med/Dental/FSA/401(k) • Flexible Paid Time Off