ENGLISH IS A MUST - BUSINESS LEVEL
Technical Support Analyst L1 - Reports To Service Desk Manager
- $35, ,000.00 DOP monthly, depending on experience
- Night Shift 3 PM to 12 AM ET and possible weekend
- Provide IT support for clients remotely
- Advanced Understanding of Active Directory and Azure AD
- Advanced Understanding of 365 Portal
- Advanced Understanding of Networking
- Understanding of VMWare preferred
- Advanced Understanding of VoIP support and AV support
- Escalation points to Tier 1
- Respond to tickets in accordance with SLA guidelines
- Record, track, and document the help desk request problem-solving process, including actions taken through to the final resolution
- Respond in a timely manner to requests and issues
- Strong Printer technical support knowledge
- Two years or three-plus years of tech support experience required
- A+, Net+, MS 365, Azure, ITIL Certification, or equivalent, preferre,d not required
- A college degree is preferred but not required
- ServiceNow or ITSM experience preferred
- Find fixes, workarounds, and final solutions by troubleshooting issues while providing exemplary customer service.
- Must be technically capable and a self-starter with strong organizational and customer service skills.
- Strong organizational and time management skills
- Excellent verbal and written communication skills
- Strong interpersonal skills
- Pay close attention to detail
- Previous experience with ConnectWise or other ticketing systems
- Ability and willingness to work overtime when needed
- Ability and willingness to work in a high-pressure environment
- Ability and willingness to work in a collaborative team environment
- Ability and willingness to quickly learn new technology and software