Responsibilities
- Respond to incoming support requests through phone, email, and ticketing systems, ensuring adherence to SLA timelines.
- Help identify and resolve basic problems related to hardware, software, network connections, and system access.
- Conduct remote desktop support sessions and perform entry-level account management tasks in Active Directory or Azure AD with supervision.
- Record all support activities, actions taken, and solutions achieved in the PSA or ticketing platform.
- Forward advanced or unresolved technical issues to higher-level engineers with detailed and clear documentation.
- Support employee lifecycle processes such as onboarding and offboarding, including device configuration and access setup.
- Create and update internal documentation by recording frequently used solutions and troubleshooting methods.
- Ensure professional and transparent communication with users during all stages of the support process.
Other
- Candidate must be available to work Monday through Friday, from 8:00 AM to 5:00 PM Pacific Time.
- Applicants are required to submit a video recording as the initial step in the interview process.
- Candidates who do not provide a video recording will not be considered for the position.
