Job Description

Responsibilities

:
  • Take ownership of internal user issues reported and see problems through to resolution.
  • Research, diagnose, troubleshoot, and identify solutions to system issues, including account setup and network configuration.
  • Follow standard procedures for correctly escalating unresolved issues to the appropriate internal teams.
  • Correctly escalate unresolved issues to appropriate internal teams (e.g., software developers)
  • Talk to clients (internal) through a series of actions, either via phone, email or chat, until they've solved a technical issue. Follow up after the troubleshooting.
  • Document technical knowledge in the form of notes and manuals. Prepare accurate and timely reports.
  • Prioritize and manage several open issues at one time. Ensure all issues are correctly logged.

    • You are someone who will have: 

  • BS degree in Information Technology, Computer Science, or relevant field.
  • 3+ years of experience as a Technical Support Engineer, IT Help Desk Technician, or similar role.
  • 1+ year of experience with Linux, Mac OS and VMware environments, as well as basic networking skills.
  • Good understanding of computer systems, mobile devices, and other tech products.
  • Ability to diagnose and troubleshoot basic technical issues.
  • Familiarity with remote desktop applications.
  • Excellent problem-solving and communication skills.
  • Ability to provide step-by-step technical help, both written and verbal.
  • Additional certification in Linux, Mac, Jamf, Code42 or similar technologies is a plus.

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