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18579070098 – Technical Support Representative (IT Help Desk Support)

  • Anywhere

We are looking for a Help Desk Technician with 1 to 2 years of experience who excels at resolving IT and technical issues efficiently. Our small business focuses on flexibility, open communication and a readiness to adapt on the fly. Candidates should be inquisitive, capable of self-direction, and capable of handling a small business environment

OBJECTIVES

Exceed client expectations by ensuring all support tickets are resolved satisfactorily.

Maintain positive interactions to uplift client satisfaction.

Utilize technical knowledge and effective personal skills to deliver outstanding technical support.

RESPONSIBILITIES:

  • Troubleshoot basic end-user issues and support desktop environments.
  • Generate tickets and document the resolution process.
  • Handle help desk inquiries through emails and calls.
  • Set up workstations by remotely configuring hardware and software.
  • Address escalated customer problems through detailed research and follow-up by phone and email.
  • Assist both technical and non-technical users remotely.
  • Install, modify, and repair software and hardware to tackle technical problems.
  • Clearly communicate technical information to non-technical users to enhance their understanding.

Requirements

Experience & Skills

  • Microsoft O365 Certification is a plus but practical experience is prioritized.
  • Proficient in Windows 10 / 11 Pro and Microsoft 365 Admin Center.
  • Expertise in Microsoft Office 365 (SharePoint, OneDrive, Outlook) setup, configuration, and support.
  • Experience with ConnectWise Manage, Automate RMM Solution
  • Azure AD Portal and On-Premise AD
  • Familiarity with ScreenConnect and Windows RDP
  • G Suite Administration
  • Proven ability in network shared folder support.
  • Knowledge in setting up DUO multi-factor authentication and Azure Conditional Access.

Programs and Software Utilized (Optional)

These are the other programs and software suites we provide our clients. If you do not have the previous experience that is okay, we will provide you with credentials and a lab experience to familiarize yourself with these products.

  • ProofPoint Email Protection
  • Ingram Micro Solutions Cloud
  • VPN (NordLayer)
  • BitDefender Endpoint Protection
  • Acronis Cyber Protect (Backup)
  • SentinelOne Endpoint Protection
  • Axcient x360 Recover
  • BitTitan
  • Zoom / 3CX

Benefits

 USD 1000 – 1,500/Month

Support Shepherd