It’s fun to work in a company where people truly BELIEVE in what they are doing!
We’re committed to bringing passion and customer focus to the business.
Primary Responsibilities:
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First Point of Service Excellence: Provide exceptional first-level technical support to our work-at-home workforce, addressing hardware, software, and network connectivity issues in real-time.
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Remote Assistance Mastery: Utilize various remote tools, web meetings, email, service desk tickets, and instant messaging to deliver prompt and effective solutions to end-users.
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Closure Rate Optimization: Achieve a high closure rate for first-level support by leveraging a diverse set of remote software tools to troubleshoot and resolve technical issues.
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Thorough Documentation: Document all resolutions and escalations meticulously within our internal ticketing system to ensure a comprehensive and organized record of IT support activities.
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Hardware Configuration and Troubleshooting: Configure and troubleshoot a range of devices, including computers, thin clients, Mac computers, and peripherals necessary for our work-at-home operations.
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Procedural Adherence and Continuous Improvement: Follow established procedures while occasionally exercising sound judgment. Contribute to the development of new standard operating procedures as we acquire new technologies, with a focus on meticulous task documentation.
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Process Enhancement: Improve existing processes by evaluating objectives, reviewing proposed changes, and making recommendations to enhance efficiency and effectiveness.
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Information Security Compliance: Reinforce information security compliance across all IT support activities.
Education:
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High School Diploma (College education preferred)
Certifications (a plus):
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Network+
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Virtualization tools knowledge.
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VMWare.
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GCP.
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Apple Device Support.
Knowledge/Skills:
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2+ years of work experience in a fast-paced IT desktop support role; BPO experience is preferred.
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Proficiency in Windows Operating Systems and Microsoft Office 365.
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Proficiency in Mac OS Operating System and software products.
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Proficiency with computer hardware, thin client hardware, software, VPN, and remote computer tools.
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Thorough documentation of all technical interactions and resolutions is required to ensure comprehensive tracking of IT support activities.
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VMware knowledge.
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Knowledge of Windows Active Directory.
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MFA knowledge in configuring and managing end-users.
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Excellent written and verbal communication skills with the ability to interact with non-tech users.
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Flexibility to work evening and weekend hours when needed.
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Ability to learn and understand new and potentially complex products.
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Strong problem-solving skills.
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Demonstrates honesty, integrity, and teamwork.
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Adaptable to change and able to work under pressure.
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Good time management skills and ability to multitask.
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Maintains high standards of ethical and professional conduct.
If you like wild growth and working with happy, enthusiastic over-achievers, you’ll enjoy your career with us!