Source description
About the role
As a Service Desk & Remote Support Services professional, your role will involve providing first-level technical support via phone, email, and Helpdesk ticketing system. You will troubleshoot and resolve hardware, software, and network issues, escalating complex problems to appropriate IT teams. Collaboration with IT teams to implement new technologies and improve systems will be key in this role. Key Responsibilities: - Support for enrolments, re-enrolments, and machine resets - Provide support for OKTA MFA/MFA setup, manual authentication process, and fast pass - Unlock IDs, resolve OKTA and Windows login issues, handle password resets, and account lockouts - Password reset for employees and contractors, application access, Wi-Fi setup, addition to security groups, and shared drive and printer access - Support for resolving compliance and Windows patching issues, troubleshooting machine freeze issues, BitLocker, login issues, device drivers, and basic network/connectivity issues - Support for MS Office (Outlook, Excel, PPT), Zscaler, operating system, VPN, DAP policy, Global Protect, Air Watch, Azure, Cisco AnyConnect, Citrix client, and browser issues - Document all support activities and solutions in the Helpdesk system, create Knowledge Base articles, maintain KPIs for service levels and timely ticket resolution, handle general queries - Monitor alerts, log tickets, share SOPs, manage logs and closures, coordinate with other teams, update ticket status, and follow up, facilitate conference bridges, raise tickets, coordinate RMAs, and manage logistics - Prepare reports and share with relevant teams Qualifications Required: - 1+ years of experience in a similar role - Proficiency in troubleshooting hardware, software, and network issues - Strong communication and collaboration skills - Ability to prioritize and manage multiple tasks efficiently - Certification in relevant technologies will be a plus (Note: Any additional details of the company were not present in the provided job description) As a Service Desk & Remote Support Services professional, your role will involve providing first-level technical support via phone, email, and Helpdesk ticketing system. You will troubleshoot and resolve hardware, software, and network issues, escalating complex problems to appropriate IT teams. Collaboration with IT teams to implement new technologies and improve systems will be key in this role. Key Responsibilities: - Support for enrolments, re-enrolments, and machine resets - Provide support for OKTA MFA/MFA setup, manual authentication process, and fast pass - Unlock IDs, resolve OKTA and Windows login issues, handle password resets, and account lockouts - Password reset for employees and contractors, application access, Wi-Fi setup, addition to security groups, and shared drive and printer access - Support for resolving compliance and Windows patching issues, troubleshooting machine freeze issues, BitLocker, login issues, device drivers, and basic network/connectivity issues - Support for MS Office (Outlook, Excel, PPT), Zscaler, operating system, VPN, DAP policy, Global Protect, Air Watch, Azure, Cisco AnyConnect, Citrix client, and browser issues - Document all support activities and solutions in the Helpdesk system, create Knowledge Base articles, maintain KPIs for service levels and timely ticket resolution, handle general queries - Monitor alerts, log tickets, share SOPs, manage logs and closures, coordinate with other teams, update ticket status, and follow up, facilitate conference bridges, raise tickets, coordinate RMAs, and manage logistics - Prepare reports and share with relevant teams Qualifications Required: - 1+ years of experience in a similar role - Proficiency in troubleshooting hardware, software, and network issues - Strong communication and collaboration skills - Ability to prioritize and manage multiple tasks efficiently - Certification in relevant technologies will be a plus (Note: Any additional details of the company were not present in the provided job description)
More at TECEZE