Responsibilities
- Serve as the primary point of contact for employee IT support needs involving Linux, Mac, and Windows desktop systems.
- Handle initial support for employee inquiries related to VPN and remote connectivity solutions.
- Provide frontline assistance for issues with third-party and internally developed software applications.
- Collect, verify, document, classify, and set priorities for incoming service tickets and technical issues.
- Conduct preliminary assessments and deliver timely resolutions within defined service level agreements.
- Identify and forward technically complex cases to higher-tier support teams without delay.
- Maintain clear communication with users by providing regular updates and tracking issues to resolution.
- Assist in creating and maintaining documentation for common solutions and troubleshooting steps.
- Help refine and enhance diagnostic and incident response procedures to improve efficiency.
Work Arrangement
Remote (Worldwide)
