Offer summary

Qualifications:

Bachelor's degree in a STEM field or equivalent experience., 1-6 years of help desk, call center, or NOC experience., Knowledge of PC/Mac configuration, network protocols, and operating systems., Strong troubleshooting, communication, and customer service skills..

Key responsibilities:

Provide technical support for hardware and software issues to end-users.

Install, troubleshoot, and maintain computer systems and peripherals.

Create and update technical documentation and support procedures.

Escalate issues and communicate resolutions to stakeholders.

Job description

Job Title: Global Service Desk Specialist
Location: Remote (India)
Duration: 3 months (contract to hire)

Job Description:
Under the direction of the IT Manager, the GSD will provide technical and troubleshooting support to employees in need of assistance with their computer hardware or software.
We're looking for someone who cares and wants to be involved in our product, mission, and success - way beyond checking off tasks. And of course, at Client you will enjoy true teamwork and lots of fun!

Responsibilities

PC/Mac hardware installation & troubleshooting
Desktop software installation and troubleshooting for local and remote users
Provide Desktop support and problem solving to end-users
Tracking of hardware and software additions/changes
Create / Update FAQ's and other technical documentation
Participate in creation and editing of IT Support Standard Operating Procedures
Provide escalation support for Helpdesk Technicians
Set up, support, and maintain in-house/remote computer systems, desktops, laptops, mobile devices and peripherals.
Communicate the issue statuses and resolutions to stakeholders in a timely manner.
Log issues and resolutions in the tracking system, following up with users to ensure problems were fixed properly.
Ensure accurate documentation of resolution information in the IT Technical Support knowledge management database.
Provide user support for Microsoft Office products including Outlook, Teams, Excel, Word
Keep peers and manager informed of trends, significant problems and delays.
Identify and escalate client issues which may require changes to procedures, standards and systems.
Participate in after hours and weekend coverage as needed.
Perform other related duties as requested.

Candidate Profile

Bachelor's degree in a STEM field required (years of relevant work experience may be substituted)
1-6 years' experience working within a Help Desk, Call Center or NOC environment
Understanding of IT Ticketing Systems
Able to work independently as well as in a team.
Excellent customer service, organizational and prioritizing skills
Knowledge of:
- PC/Mac configuration, general network operating systems and network topologies/protocols
- Windows operating systems and Microsoft Office products
- Mac OS
- Active Directory user administration
- Remote access technologies (VPN, SSO)
- Automated application deployment (a plus)
Microsoft certifications a plus
Disk level imaging solutions
Strong troubleshooting and research skills – highly curious in nature
Excellent verbal and written communication skills