Job description
IT Help Desk Analyst will report to the Service Delivery Manager and provide remote technical guidance, assistance, coordination and follow-up on customer questions, problems or malfunctions of all PC, MAC-related, Office 365, Network issues with a goal of first contact resolution.
1+ years of experience working for a Managed Service Provider, MSP or remotely supporting multiple external clients required
Job Profile
- IT Help Desk - provide first and second level technical support through phone and email
- Support Windows and MAC desktop and laptop computers
- General access and connectivity issues
- Desktop application issues
- Basic administration of user accounts and groups
- Take ownership of trouble tickets, working and tracking issues to resolution
- Record detailed information into Service Desk ticketing system
- Support for mobile devices such as iPhones and Android phones
- Occasionally act as a liaison between Partners/Clients and NOC team in India
Candidate Profile
- 2 plus years of experience in a Service or Help Desk Desk/Inbound Support Center environment
- Windows and Apple operating systems
- Office 365 Mail and Email clients (Microsoft Outlook)
- Proficient in Active Directory
- Knowledge of network basics
- Knowledge of VPN basics
- Excellent communication, written and verbal are vital
- Excellent customer service skills are vital
- College or Technical Institute degree in Information Technology or other related discipline required.
- CompTIA Network+/Security+/A+, or MS365 role-based certifications an asset
- Customer service, especially with inbound phone contact
Job Types: Full-time, Permanent
Benefits:
- Paid time off
- Work from home
Schedule:
Experience:
- IT Help desk: 2 years (required)
- Office 365: 1 year (required)
Work Location: Remote
