Triage Support Specialist
Offer summary
Qualifications:
Associate's degree in an IT-related field is preferred., At least 2 years of helpdesk experience, preferably in an MSP environment., Proficiency with Windows OS, Microsoft 365, and Mac OS troubleshooting., Experience with Active Directory, Windows Server, Microsoft Exchange, and Google Workspace..Key responsibilities:
- Respond to incoming support calls related to computer systems, software, and hardware.
- Ensure timely response to support tickets and document issues in detail.
- Triage incoming tickets for accuracy and completeness, including required assets and work estimations.
- Collaborate with the support team to resolve issues and escalate when necessary.
Job description
This is a remote position.
SUMMARY
We are seeking a high-performance Triage Support Specialist who can respond to phone calls, resolve Tier 1 and 2 issues promptly, and escalate those that require more time and attention. The best person for this position is someone with high-energy, detail-oriented, and customer-focused. In this position, you will work with a fantastic team of support specialists who are committed to continuous improvement and learning. We share our knowledge to grow the team and expand our expertise. We are one of the most successful Managed Service Providers (MSPs) in our target market and have an excellent reputation and a strong client base.
JOB RESPONSIBILITIES
- Provide support by phone for incoming queries and issues related to computer systems, software, and hardware.
- Work with the team to ensure that tickets assigned are responded to in a timely manner.
- Document member issues in detail for incoming calls.
- Triage incoming tickets for review to ensure they contain accurate information, required assets, and appropriate time estimations for the work needed.
QUALIFICATIONS
- Associate's degree in IT-related field preferred
- At least 2 years of helpdesk experience; Managed Service Provider (MSP) experience a plus
- Proficiency with Windows operating systems and Microsoft 365 suite
- Experience with Mac OS troubleshooting
- Experience with Active Directory and Microsoft 365,
- Experience with Windows Server and Microsoft Exchange
- Experience with Google Worskpace
- Previous experience in an MSP or multi-client environment
- Familiarity with remote support tools
- Proven experience as a helpdesk technician or other customer support role in an IT environment.
- Experience with AutoTask PSA / Halo / IT Glue and Ninja RMM a plus
- Strong customer service orientation and professional communication skills
- Ability to explain technical concepts to non-technical users
- Excellent problem-solving abilities and attention to detail
- Ability to thrive in a fast-paced environment while managing multiple priorities
- Experience with ticketing systems and documentation.
JOB REQUIREMENTS
- Should be willing to accept a long-term work-from-home arrangement.
- Should be amenable to a permanent night shift schedule.
Required profile
Experience
Level of experience: Entry-level / graduate
Industry :
Management Consulting
Spoken language(s):
English
Check out the description to know which languages are mandatory. Other Skills
- Microsoft Outlook
- Communication
- Time Management
- Customer Service
- Detail Oriented
- Problem Solving