IT Helpdesk Support

IT Helpdesk Support
***************************************************
Access the link below to apply
Upgrade to see actual info
*******************************************************

About The Role:

We are looking for a skilled Helpdesk Support with technical expertise to handle most issues that an end-user would encounter and be able to collect enough information to research further if necessary.
Strong technical knowledge, excellent communication skills, attention to detail, customer-focused attitude, and patience are all necessary qualities for a top-notch helpdesk support who will deal with even the most difficult clients.
The goal is to deliver exceptional service and long-lasting solutions to clients in order to foster loyalty and client satisfaction.

Responsibilities:

• Serve as the first point of contact for customers seeking technical assistance over the phone, email or chat.
• Identify the ideal solution based on the issue and the information provided by the clients.
• Perform remote troubleshooting using diagnostic methods and guide the client through the troubleshooting process.
• Escalate unresolved issues with urgency to the next level of support.
• Provide accurate information and right fit clients with IT solutions and services.
• Log events, problems, and their resolutions.

What we're looking for:

• Excellent communication skills - Ability to have a comfortable conversation in English without thinking formal or technical - be a friend
• Excellent attention to detail and follow-through abilities (never let it go till solved)
• Demonstrable experience working with Windows systems (client/server). Ideally, enough experience with a wide range of end-user and other IT areas to solve problems that others may overlook.
• We are heavy users of Office 365 and Azure, so you'll need to have solid experience and know the fundamentals or demonstrate skills in something very similar.
• Experience with MSP tools such as RMM, PSA, and similar is extremely important, as not everyone can quickly learn how to use these tools.
• Essentially, you must demonstrate that you can handle even the most difficult tasks by properly setting expectations and determining the solution in a reasonable amount of time.
• Out-of-the-box thinker, proactive/creative, and always improving things.
• Willingness to go the extra mile to ensure client satisfaction.
• Have the ability to “figure things out” even new things.

Nice-To-Haves:

• Scripting/PowerShell experience
• Mac OS use and support experience
• GoogleWorkpace/etc.